Ocean Freight Customer Service Representative

About the role

Toll Group's Global Forwarding division is looking for an Ocean Freight Customer Service Representative to act as the main day-to-day link between Toll and its customers, delivering professional service, meeting client and branch KPIs and ensuring compliance with Toll policies and legal requirements. The position can be based in Adelaide, Brisbane, Sydney or Melbourne.

Key responsibilities

• Manage client and stakeholder relationships, coordinate with internal and external teams, give timely updates and attend meetings.
• Coordinate end-to-end shipment processing, meeting client requirements, Toll standards, legislative obligations and cargo availability commitments.
• Ensure regulatory and compliance excellence, including ABF, AQIS, RACA, COR, quarantine directions, customs regulations and safety and legal requirements.
• Oversee operational and financial controls, monitor shipping line issues such as transhipment, detention and demurrage, minimise revenue leakage and escalate accounts receivable matters.
• Support client onboarding and implementation, including SOP development and client implementation plans with CRM and cross-functional teams.
• Drive continuous improvement, reduce touchpoints, improve service flow and keep job notes and billing information accurate.

Required profile

• Strong experience in global freight forwarding (operations and/or customer service).
• Understanding of transport markets, freight forwarding requirements and regulatory frameworks.
• Proven ability to maintain reporting systems tracking shipment volumes, transaction events and cargo movement status.
• Must be entitled to work in Australia and willing to undergo pre-employment checks including a criminal history check and medical.

Required skills

• Effective communication with clients, vendors, suppliers and internal leaders.
• Planning, analytical and prioritisation skills to meet time-critical requirements.
• Ability to work methodically and collaboratively.