Customer Service Representative

Pacific National (PN) is Australia's largest private provider of diversified rail freight services, transporting a range of goods, including coal, intermodal containers, steel, and other essential materials that drive the nation's economy.

Due to a recent promotion an opportunity has presented itself for a Customer Service Support professional to join our team based at our Melbourne Freight Terminal.

• About the role

This exciting position will allow you to be a critical member of our national Commercial team within the Intermodal Division, which delivers comprehensive freight forwarding solutions across Australia with operations extending to terminals and depots in every mainland state.

In this position you will be a key liaison between Pacific National and our customers, your role is essential in understanding client needs and supporting service delivery. The Customer Support team is dedicated to fostering strong partnerships by aligning with customer requirements and offering tailored, solution-oriented support.

Reporting into Customer Service & Express Team Leader, your primary responsibility include :

• Manage all customer enquiries with a lateral thinking and solutions focussed mindset
• Actively seek to understand our customers business requirements and confidently align their needs with a suitable Pacific National service offering
• Work closely with the operations team managing utilisation and aligning services

This position requires availability to work 8-hr shifts from Monday to Friday (between 6am and 9pm, with varying start and finish times each week) and occasional Saturdays 7am to 3pm.

• About you

With a customer service / operational background within the Transport / Logistics or Heavy industry, you will have a proven ability to build strong and lasting relationships with both internal and external customers. You are a quick learner, who has the capability to work independently as well as collaboratively within a successful team. You will be skilled at making timely, effective decisions in a fast-paced, dynamic environment.

A confident communicator, you will have the ability to actively listen and handle challenging conversations with professionalism. Organized and proactive, you will have a key focus on improvement of processes and assist our team to deliver exceptional service with efficiency and excellence!

• The benefits

At Pacific National we value diversity, inclusion, and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work.

When you join the Pacific National team, you'll be encouraged to take ownership of your career and we'll be there to support you with a range of exciting initiatives including :

• Paid parental leave up to 14 weeks, with superannuation - after only 6 months service
• Access to our Employee Assistance Program, administered by Benestar, offering confidential counselling services for employees and their eligible family members, paid for by us at no cost to you
• Access to Unmind, a digital platform that gives you access to tools, training and exercises that will support your mental wellbeing

We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employer to find out more including a list of all of our benefits and policies

We are seeking applicants who share our values : Make it simple, Share More, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with and play an important part in motivating us all to do our best work.

• Do you need reasonable adjustments during the recruitment process?
• Closing date

Applications close 29th November 2024.

• Next steps

Are you ready to be part of our future?

To apply, please click on the 'Apply' button and follow the prompts.

• Acknowledgement of Country

We acknowledge the Traditional Custodians of the land on which we work, live and rail. We pay respect to Elders past, present and future and to the continuation of cultural, spiritual and educational practices of all Aboriginal and Torres Strait Islander peoples.