Customer Service & Administration Officer

This is a remote position.

Job Specification

Role Overview

The Customer Service & Administration Officer will provide end-to-end operational and administrative support within an international and domestic freight forwarding business. This role will handle client enquiries, coordinate shipments, liaise with transport and shipping providers, and ensure all processes are followed accurately and on time. The role requires strong attention to detail, excellent communication skills, and the ability to work autonomously while applying sound judgement in fast-moving situations.

Role Purpose

• To support the freight forwarding and customs team by managing customer communication, shipment bookings, documentation, and scheduling.
  

• To ensure clients receive exceptional service, accurate information, and timely updates.
  

• To contribute to operational efficiency, minimising errors and costs while maintaining strong client relationships.
  

Key Responsibilities

• Customer Service & Communication
  

• Respond to inbound enquiries via phone, email, and chat in a timely and professional manner.
  

• Maintain clear, proactive communication with clients regarding shipment progress, issues, and documentation requirements.
  

• Follow up with previous and existing customers to maintain relationships and identify new opportunities.
  

• Freight & Logistics Coordination
  

• Book freight with transport companies, shipping lines, and carriers.
  

• Coordinate import/export shipments, ensuring customs clearance requirements are met.
  

• Monitor delivery timelines to avoid delays, storage charges, or demurrage fees.
  

• Prepare and send accurate quotes, including applying agreed markups.
  

• Documentation & Administration
  

• Prepare and check shipping documentation, including bills of lading, customs declarations, and commercial invoices.
  

• Maintain accurate data in the company’s in-house transport management system (TMS).
  

• Record meeting/training notes and update process documentation.
  

• Ensure all relevant files and client information are stored correctly.
  

• Process & Compliance
  

• Follow internal processes while applying critical thinking and problem-solving skills.
  

• Flag issues promptly to management and seek clarification when unsure.
  

• Maintain compliance with freight forwarding regulations and company procedures
  

Detailed Success Metrics (KPIs)

• Process Mastery: Fully understand and execute company freight processes within 8–12 weeks.
  

• Accuracy: 98%+ accuracy rate in documentation and data entry.
  

• Communication: All client emails and calls responded to within 1 business day.
  

• Problem-Solving: Demonstrates initiative by asking relevant questions and resolving routine issues independently.
  

• Operational Efficiency: Zero preventable storage/demurrage costs caused by delays or missed deadlines.
  

• Customer Satisfaction: Positive feedback from clients, measured via internal feedback or surveys.
  

Experience

• Minimum 1 year of experience in freight forwarding, customs clearance, or logistics administration.
  

• Previous experience liaising with transport companies, shipping lines, and/or customs brokers.
  

• Experience with both international and domestic freight movements.
  

• Exposure to working with SMEs and government contracts.
  

• Familiarity with in-house or commercial TMS systems (e.g., CargoWise, TradeWindow).
  

Skills & Personal Attributes

• Technical Skills:
  

• Proficient in Microsoft Office Suite (Excel, Outlook, Word) and/or Google Workspace.
  

• Confident using online booking platforms and TMS systems.
  

• Strong typing and data entry accuracy.
  

• Personal Attributes:
  

• Highly organised and detail-oriented.
  

• Strong common sense and ability to apply judgement beyond written procedures.
  

• Comfortable asking questions and seeking clarity when needed.
  

• Resilient under pressure with the ability to meet tight deadlines.
  

• Reliable, proactive, and able to work independently with minimal supervision.
  

• Professional phone manner and confident communication style.
  

Requirements & Qualifications

• Fluent in English with excellent verbal and written communication skills.
  

• Access to a reliable internet connection and computer suitable for remote work.
  

• Available to work full-time, aligned to Sydney business hours (8:00am–6:00pm AEST).
  

• Must be comfortable working remotely while following internal monitoring and reporting processes.
  

Additional Notes

• This role involves handling time-sensitive freight movements — urgency and accuracy are critical.
  

• Occasional flexibility in working hours may be required to meet shipment cut-offs or client deadlines.
  

• The ideal candidate will see themselves as a long-term part of the team, invested in learning the business processes thoroughly.