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Ocean Freight Customer Service Representative
Toll Group. Act as the primary day-to-day interface between Toll Global Forwarding and customers .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in global freight forwarding operations and customer service, with a strong focus on compliance with regulatory frameworks and effective communication. Capable of managing client relationships and driving service excellence while ensuring adherence to safety and legal requirements.
Highest-signal resume keywords
Global Freight Forwarding ExperienceRegulatory Compliance KnowledgeEffective Communication SkillsAnalytical SkillsClient Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Freight Forwarding RequirementsShipment Processing CoordinationReporting Systems MaintenanceKPI ManagementSOP Development
Soft Skills
CollaborationNegotiationPlanningResilienceTeamwork
Industry Keywords
ABFAQISRACACORCustoms RegulationsSafety RequirementsTransport MarketsRevenue Leakage ManagementClient OnboardingContinuous Improvement
About the role
Key responsibilities & impact- Act as the primary day-to-day interface between Toll Global Forwarding and customers
- Ensure seamless, professional service delivery and meet client and branch KPIs
- Manage customer expectations and drive service excellence
- Support profitability, innovation, and compliance with Toll policies and legal requirements
- Manage client and stakeholder relationships with internal and external teams
- Coordinate end-to-end shipment processing and provide timely updates
- Ensure adherence to ABF, AQIS, RACA, COR, quarantine directions, customs regulations, and safety requirements
- Monitor shipping line issues including transhipment, detention, and demurrage
- Minimize revenue leakage and unrecoverable costs; escalate accounts receivable matters
- Support client onboarding and implementation, including SOP development and implementation plans
- Drive continuous improvement and maintain accurate job notes, systems, and billing information
Requirements
What you’ll need- Strong experience in global freight forwarding (operations and/or customer service)
- Strong understanding of transport markets, freight forwarding requirements, and regulatory frameworks
- Highly effective communication, collaboration, teamwork, and negotiation capability
- Methodical and structured approach to work
- Strong planning and analytical skills
- Ability to meet time-critical requirements
- Ability to prioritise resources and workload across daily, weekly, and monthly schedules
- Experience maintaining reporting systems to track shipment volumes, transaction events, and cargo movement status accurately
- Resilient and outcome-focused approach
- Entitled to work in Australia
- Prepared to undertake pre-employment checks including a criminal history check and medical
Benefits
Comp & perks- Industry-leading training and opportunities to learn and grow
- Autonomy to make decisions with impact
- Diverse, inclusive and authentic workplace
- Supportive, approachable leadership
- Opportunity to take on diverse challenges and new responsibilities