Service Excellence Coordinator

About the role

Strait Link, Tasmania's largest freight and logistics provider, is looking for a Service Excellence Coordinator in Launceston. You will tend a portfolio of customers and act as a key link between them and the teams that move their freight, helping to improve the service provided.

Key responsibilities

• Manage enquiries across phone, email and online channels
• Track shipments, delivery times and proof of delivery
• Communicate delays and service issues early and resolve concerns, complaints and escalations
• Investigate and process customer claims
• Support key accounts and customers requiring additional care
• Prepare customer and DIFOT reports
• Coordinate with internal teams and subcontractors and contribute to service improvement initiatives

Required profile

• Customer service experience in logistics, freight, transport or supply chain
• Experience resolving escalations and complaints, and handling customer claims
• Strong customer relationship and stakeholder management skills
• Organised, able to manage competing priorities and work in a fast-moving environment
• Current unrestricted Australian Class C driver's licence and ability to travel within Tasmania and interstate when required
• Three or more years of industry experience highly regarded but not essential

Required skills

• Confidence using Microsoft Outlook and Excel
• Analytical and service reporting capability
• Knowledge of DIFOT reporting, freight management systems or relevant qualifications in business, logistics or customer service valued