Customer Service Officer
Apply now Job no: 493290
Work type: Permanent Full Time
Location: VIC - Melbourne
Categories: Customer Service
Northline is an experienced Australian-based, global logistics business with an industry-leading national network and an international reach into more than 100 countries.
Our customers freight can start or end in international cities, small towns or remote communities, but wherever the destination, you can rely on Northline to deliver.
At Northline we believe our people are one of our greatest assets. We are proud of what we achieve, and we like to recognise and reward those who go above and beyond. Through learning and development opportunities, employee recognition, wellness and benefits programs we aim to build work culture that fosters longevity as well as lasting connections with all our employees.
That’s why, we are, Australia’s Global Logistics People.
About the Role
As the Operations Clerk, you will act as the conduit of communication between the Melbourne Branch and Northline’s National Call Centre, Sales & Account Management and may assist directly with Northline’s customers.
The role’s key focus is to improve Northline’s Customer Delight through a high level of service, accountability and performance. Reporting to the Branch Manager, you will work in partnership with your fellow Operations Clerks. Shifts run, Monday to Friday, 10am-6pm.
About your duties
Be the Call Centre’s point of contact for any Depot related queries;
Ensure new customers have a smooth, positive and hassle-free induction to Northline;
Be the first point of contact for the Sales team to have the first consignment monitored. Liaise with operations of the local branch and with other Customer Service Officers around the country to ensure smooth freight movement;
Managing the damaged freight process;
Proactive management of misdirects and split consignments;
Managing quarantined freight;
Ensure any paperwork errors, missing/mismatched, non-conforming or ineligible information is rectified in a prompt manner;
Contact customers when their consignment is at the depot to organise collection/delivery.
Integrity, trustworthiness, professionalism and a customer centric approach to problem solving.
Good understanding of the national freight industry.
Demonstrated ability to work and communicate effectively with internal and external stakeholders.
Proven history of providing excellent customer service to internal and external customers.
Previous experience working towards KPI’s and targets.
Good time management skills coupled with a high attention to detail.
Ability to work to tight deadlines and still have an eye for detail.
Good judgement skills and the ability to prioritise and coordinate multiple tasks simultaneously.
Good communication, language, literacy and numeracy skills.
Moderate levels of proficiency with Microsoft Office suite and strong data entry skills.
Join us, benefits include:
Learning and development support
Employee recognition programs
Wellness and benefits programs
Discounts on travel, fitness and health, entertainment and sports, banking, automotive, flowers, gifts and more!
Advertised: AUS Eastern Standard Time 17 May 2022
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