Customer Experience Coordinator (Shipping & Freight)

About the role

The Wonderful Company's Neptune Pacific, a shipping and logistics provider formed in 2020 by the acquisition of Pacific Direct Line, is looking for a Customer Experience Coordinator to join its Sydney-based team on a six-month fixed-term contract covering parental leave. As the first point of contact for import and export customers, you will ensure bookings, documentation and cargo movements are handled accurately, efficiently and professionally, while building relationships with customers, internal teams and external stakeholders.

Key responsibilities

• Build and maintain collaborative relationships with internal and external stakeholders.
• Send booking confirmations to customers within agreed timeframes.
• Prepare bookings, container releases and cargo receival documentation for customers and shippers.
• Create slot cover bookings on connecting vessels for transshipment cargo.
• Prepare and submit booking reports to third-party vessel operators.
• Attach shipper SLI to e-docs and update bookings accordingly.
• Auto-rate bookings, flagging rate discrepancies for Sales, and manage cargo readiness including DG and BBK OOG approvals, empty container uplift and cargo in port for loading.
• Arrange late receivals, send preliminary and final PRA load lists to vessel planners, and reconcile load lists against PRA after sailing.
• Obtain prior shipment approval for hazardous cargo in line with SOPs and respond to customer enquiries promptly.
• Support other operational duties and projects as required.

Required profile

• 3-5 years' experience in shipping, freight or a similar customer/operations role.
• Positive, customer-centric attitude and strong team focus.
• Ability to work under pressure and make sound decisions in a fast-paced environment.
• Adaptability and strong time management, organisation and planning skills.
• Right to live and work in Australia at the time of applying; police check and/or pre-employment drug test may apply.

Required skills

• Exceptional verbal and written communication skills.
• Intermediate proficiency with Microsoft Office Suite.
• Experience using CargoWise is desirable.

What we offer

• Competitive salary package.
• Opportunity for development and internal mobility.
• Wonderful Giving: donate company money to a cause of your choice.
• Wonderful Neighbour: spend a day in the community on service projects.
• A company focused on wellness and health.