Customer Engagement Specialist

About the role

Pacific National is seeking a Customer Engagement Specialist to join its Intermodal team in Melbourne. You will act as the primary contact for strategic customers, ensuring a seamless experience while supporting operational performance and commercial outcomes.

Key responsibilities

• Build and maintain strong relationships with key Intermodal customers.
• Partner with Sales, Operations, and Customer Service teams to deliver exceptional outcomes.
• Manage customer escalations, service issues, and recovery activities from end to end.
• Provide timely communications, operational updates, and performance insights.
• Support complex bookings, service requests, and operational exceptions across the network.
• Analyse performance data to identify improvement opportunities.
• Represent the voice of the customer internally to align expectations with capability.

Required profile

• Experience in Customer Success, account management, customer service, or operational coordination.
• Proven ability to manage key customer relationships and deliver high satisfaction.
• Strong problem‑solving skills, especially with escalations and service disruptions.
• Excellent stakeholder management and influencing abilities across multiple teams.
• Effective communication skills, adaptable to different audiences.
• Analytical and organisational focus on continuous improvement.

Required skills

• Experience with CRM systems.
• Experience with Transportation Management Systems (TMS).
• Experience with customer portals or similar platforms.

What we offer

• Paid parental leave.
• Novated leasing options.
• Fitness Passport.
• Purchase leave program.
• Access to an Employee Assistance Program.
• Inclusive culture based on values such as simplicity, kindness, and curiosity.