Freight Investigator

About the Role

The role is responsible for responding to and resolving customer enquiries that could not be addressed upon first contact via the Team Global Express Customer Service team. The Freight Investigator role is accountable for the resolution of enquiries, while also managing damaged and unidentified items that require repacking and data logging. This position offers a mix of hands-on work and data entry, ensuring comprehensive support for our customers.

• The working hours are Monday-Friday, 8:30 am - 5:00 pm (Full Time).
• Our Brand: Team Global Express was listed as one of LinkedIn’s Top Companies of 2023 in Australia.
• Staff Discounts: Enjoy various benefits from Coles Express, G’Day Rewards, Officeworks, Hertz, and more.
• Well-Being: We offer free well-being and mental health services to all employees.

What You’ll Do

• Handle damaged and unidentified items, performing hands-on repacking and data logging as required.

• Resolve customer enquiries by carrying out desktop-based research in all relevant internal systems and platforms or by speaking to Operational colleagues.
• Case manage Road and Priority Investigations end-to-end in Salesforce, including all relevant case commentary for tracking and performance reporting purposes.
• Source an outcome as quickly as possible for the customer – make outbound customer contact (as per the customer’s preferred contact method) within 24 hours where possible.
• Document outcomes and close the enquiry in Salesforce or, if unable to resolve, create an Activity in Salesforce to route to Freight Solutions or relevant depot resources for next steps.
• Follow up on Activity closure to ensure a fast resolution for the customer.
• Keep the customer informed of progress, updates, and outcomes.
 

What You’ll Bring

· Experience in a customer-facing role with demonstrated skill in delivering excellent customer experiences.
· Proficient with Microsoft 365, including Outlook, Teams, Excel, and SharePoint.
· Sound PC skills with a fast uptake of new systems such as Salesforce, iTrak, and iTrace.
· Demonstrated experience working in a logistics environment.
· Ability to resolve conflict and negotiate solutions to problems quickly.
· Strong problem-solving skills.

About Team Global Express

Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We’re not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit https://teamglobalexp.com/.

Why TGE

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

What we offer

• Competitive salary above industry standards

• Upskilling, training, mentoring and more to support your career development journey

• Fun and practical employee perks and discounts

• Flexible work, including work from home

• Inclusive parental leave policy that supports all parents & carers

• Peer recognition awards acknowledge when you go above and beyond.

An inclusive workplace, works for everyone

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

Our recruitment process

Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.

Other things to note

• When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.

• During the recruitment process, please keep an eye on your junk emails and spam folders for updates.

• TGE is listed as one of LinkedIn’s Top Companies of 2023 and 2024 in Australia.