Position Title: Manager – Operations & Customer Service
Location: Melbourne, Australia
Arrangements: Full time, Hybrid (up to 2 days remote working – after probation)
Salary Range: $120k to 150k (plus superannuation)
COMPANY PROFILE
Australian-owned freight forwarder established over 25 years, operating from a single Melbourne office with a strong global agency network. The business is trade-lane focused and particularly competitive across key European import routes, supported by long-standing overseas partnerships.
Known for its service consistency and niche lane expertise, the company offers a collaborative environment where Customer Service, Operations, and Clearance teams work closely to deliver reliable outcomes.
ROLE & RESPONSIBILITIES:
The Customer Service & Operations Manager leads two teams (seven people total), ensuring smooth coordination of inbound freight and consistent customer outcomes. The business is predominantly import-driven with limited exports, and freight is weighted toward sea.
Customer Service team manage shipments from order placement through to cargo on board. Operations take ownership from on-board confirmation through to arrival, including milestone tracking and documentation flow.
- Lead, mentor, and develop a team of seven across Customer Service and Operations
- Allocate workload, conduct team reviews, and support training and onboarding
- Maintain and improve SOPs and internal procedures with overseas agents
- Act as escalation point for service issues and customer feedback
- Maintain hands-on management of an allocated trade lane
- Oversee inbound air and sea milestones, tracking updates, and reporting
- Ensure timely collation and distribution of shipping and commercial documents
- Drive process improvement and service delivery standards across both teams
PREFERRED CANDIDATES:
· Minimum 3+ years’ management experience in freight forwarding or logistics
· Strong knowledge of import operations, especially sea freight
· Proficient in CargoWise
· Confident communicator with strong customer and agent management skills
· Highly organised, detail-focused, and calm under pressure
ON OFFER
A leadership role within a long-established Australian forwarder offering hybrid flexibility and a supportive culture. You will strengthen team structure, service consistency, and operational performance across high-volume import trade lanes, with clear scope to make a tangible impact.
If this role interests you, contact david@freightappointments.com. All enquiries are confidential.