Overview:

Our client is looking for a Senior Customer Care Coordinator (Logistics | Freight Forwarding) to manage customer enquiries, order coordination, shipment updates, and service-related issues while ensuring smooth daily operations. Working closely with customers, internal teams, and logistics partners, the successful candidate will balance customer expectations with operational requirements while managing multiple priorities in a fast-paced environment. Supporting the client during the peak end-of-year trading period, this role requires someone who can work independently, adapt quickly to established processes, and proactively resolve potential issues before they escalate. The ideal candidate is a confident, solutions-oriented logistics professional who can take ownership of customer interactions and deliver a consistently high standard of service from day one.

Schedule: Monday to Friday, 8:00 AM to 5:00 PM, QLD Time Zone | With a 1-hour unpaid break

Responsibilities:

Customer Relationship Management and Communication

• Serve as a primary point of contact for customer enquiries relating to orders, deliveries, shipments, service availability, and other logistics-related matters
• Deliver professional, clear, timely, and customer-focused communication across email, telephone, and other business communication channels
• Build and maintain positive working relationships with customers by demonstrating reliability, responsiveness, and a strong understanding of their needs
• Proactively communicate order statuses, delivery updates, potential delays, and service changes to ensure customers are informed at every relevant stage
• Manage customer expectations professionally, particularly when dealing with urgent requests, delivery issues, or operational constraints
• Demonstrate confidence and sound judgement when handling sensitive conversations, dissatisfied customers, and escalated service concerns
• Maintain a consistently high standard of written English, including accurate grammar, professional tone, clear explanations, and well-structured email correspondence
• Adapt communication style to suit different customers, stakeholders, and business situations while maintaining a professional and service-oriented approach

Logistics and Order Coordination

• Manage and coordinate customer orders and service requests throughout the relevant stages of the logistics process.
• Monitor order progress, shipment movements, delivery schedules, and other relevant operational milestones
• Liaise with warehouse personnel, transport providers, freight partners, suppliers, and internal teams, as applicable, to ensure timely and accurate order fulfilment
• Verify order details, delivery instructions, customer requirements, and supporting documentation to minimize errors and avoid unnecessary delays
• Follow up on outstanding orders, delayed deliveries, incomplete information, and unresolved operational matters
• Maintain accurate and up-to-date customer records, order details, shipment information, and service notes within the company's systems
• Identify potential delivery disruptions or service issues and take appropriate action to coordinate a timely resolution
• Ensure customer requests are communicated accurately to the relevant operational teams and followed through to completion

Issue Resolution and Escalation Management

• Take ownership of customer concerns and logistics-related issues from initial enquiry through to resolution
• Investigate delivery delays, order discrepancies, incorrect information, missed service expectations, and other customer-impacting issues
• Coordinate with the relevant internal teams and external partners to establish the facts, determine appropriate next steps, and communicate realistic solutions
• Apply sound judgement in determining which issues can be resolved independently and which require escalation
• Provide customers with timely progress updates rather than waiting for them to follow up
• Recognize recurring service issues and recommend practical improvements to reduce repeat enquiries, prevent errors, and improve customer satisfaction
• Remain composed, professional, and solution-focused when managing high-pressure situations or competing customer demands

Peak-Season Support and Workload Management

• Support the client in managing increased customer enquiries, order volumes, and service requests during the end-of-year sales and demand period
• Efficiently prioritize incoming requests based on urgency, customer impact, delivery deadlines, and operational requirements
• Manage multiple customer accounts, orders, and follow-up tasks without compromising accuracy or communication quality
• Maintain responsiveness and service consistency during periods of elevated workload
• Anticipate potential bottlenecks, outstanding actions, and time-sensitive requirements before they affect customers
• Keep task records and follow-up schedules organised to ensure no critical customer request or operational commitment is overlooked
• Work collaboratively with the existing team to maintain service continuity and distribute workload effectively
• Demonstrate flexibility and composure as business priorities and customer requirements change throughout the peak period

Administrative Accuracy and Systems Management

• Maintain accurate customer, order, delivery, and service-related records
• Process customer requests and update relevant information in the company's customer relationship management (CRM), order management, transport management, or other operational systems, as applicable
• Prepare and maintain correspondence, reports, order documentation, and other records required to support daily operations
• Ensure information entered into internal systems is complete, accurate, and accessible to relevant stakeholders
• Follow established standard operating procedures, service guidelines, and escalation protocols
• Identify opportunities to improve administrative workflows, documentation, and information-sharing processes
• Handle customer and business information with discretion and in accordance with applicable privacy and company policies

Internal Collaboration and Continuous Improvement

• Work closely with the relevant customer service, sales, operations, warehouse, and logistics teams to ensure a coordinated customer experience
• Communicate customer requirements and operational updates clearly to all relevant stakeholders
• Support the sales and operations functions by ensuring customer commitments are accurately recorded, communicated, and followed through
• Contribute to a positive and accountable team environment through proactive communication and reliable execution
• Identify inefficiencies in existing processes and suggest practical improvements to customer service delivery
• Share relevant customer feedback, recurring concerns, and emerging service trends with the appropriate team members
• Provide clear handovers and status updates to ensure continuity across tasks, shifts, and team responsibilities

Must-Have Requirements:

• At least 3–5 years of relevant customer service experience, preferably in logistics, freight forwarding, transportation, distribution, supply chain, warehousing, or a related operational environment
• Demonstrated experience handling logistics-related customer enquiries, order coordination, delivery updates, shipment tracking, and service issue resolution
• Excellent English proficiency, with outstanding written and verbal communication skills
• A proven ability to communicate professionally and confidently with customers and business stakeholders
• Experience managing customer expectations, resolving complaints, and handling escalations with minimal supervision
• Strong organizational skills and the ability to manage multiple enquiries, orders, and follow-up activities simultaneously
• A high level of attention to detail and a demonstrated commitment to data accuracy
• Strong problem-solving skills, initiative, and the ability to make sound decisions within established processes
• Proven ability to work independently, take ownership of responsibilities, and deliver results in a fast-paced environment
• Comfortable using business software, spreadsheets, email platforms, and customer service or order management systems
• A proactive, dependable, and professional approach to work

Preferred Qualifications:

• Experience supporting Australian customers or working with Australian businesses
• Familiarity with Australian logistics operations, delivery expectations, and customer service standards
• Experience using logistics, freight, transport, warehouse, CRM, or order management platforms
• Exposure to seasonal demand fluctuations, peak trading periods, or high-volume customer service environments
• Experience supporting business-to-business (B2B) customers and managing ongoing customer relationships
• Background in remote or offshore support roles involving Australian-based stakeholders

Communication and Professional Competencies:

Communication is one of the most critical success factors for this position. The successful candidate must demonstrate the following:

• Produces clear, concise, professional, and grammatically accurate emails
• Ability to explain complicated operational matters in a straightforward and customer-friendly manner
• Communicates delays, problems, and solutions with tact, confidence, and clarity
• Capability to manage telephone enquiries and challenging conversations without excessive reliance on scripts
• Demonstrates active listening, appropriate questioning, and the ability to explain next steps clearly
• Takes responsibility for following up on requests and resolving issues
• Does not leave customers uncertain about the status of their concerns
• Understands that effective customer service involves delivering outcomes, not merely responding to messages
• Knows when to resolve an issue independently and when to escalate it
• Balances customer satisfaction with operational realities and company procedures
• Remains calm, respectful, and solution-focused under pressure
• Anticipates customer needs and potential operational problems
• Follows up without requiring constant reminders
• Identifies gaps, takes initiative, and ensures commitments are completed

Personal Attributes:

• Highly Dependable: Consistently follows through on commitments and deadlines
• Customer-Focused: Understands the importance of responsiveness, accuracy, and customer confidence
• Solutions-Oriented: Looks for practical ways to resolve problems rather than simply identifying them
• Resilient Under Pressure: Maintains composure and quality of work during busy periods.
• Organised and Detail-Oriented: Can manage competing priorities without losing track of important details
• Adaptable: Learns new systems and processes quickly and responds well to changing business requirements
• Accountable: Takes ownership of outcomes and communicates openly when support or escalation is needed
• Collaborative: Works effectively with colleagues, customers, and external stakeholders

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.