Ocean Freight Customer Service Representative

Ocean Freight Customer Service Representative - Perth, WA

We are seeking an Ocean Freight Customer Service Representative to join our team at our Perth site.

In this role, you will act as the primary day-to-day interface between Toll Global Forwarding and our customers, ensuring seamless, professional service delivery. You will play a key part in meeting client and branch KPIs, managing expectations, and driving service excellence, while supporting profitability and innovation and ensuring full compliance with Toll policies and all legal requirements.

Key Responsibilities

• Manage client and stakeholder relationships, coordinating with internal and external teams to meet service expectations, provide timely updates, attend meetings, and deliver excellent customer service to support satisfaction and retention.
• Coordinate end-to-end shipment processing, ensuring timely and accurate execution that meets client requirements, Toll standards, legislative obligations, and cargo availability commitments.
• Ensure regulatory and compliance excellence, including adherence to ABF, AQIS, RACA, COR, quarantine directions, customs regulations, and broader safety and legal requirements.
• Oversee operational and financial controls, including monitoring shipping line issues (transhipment, detention, demurrage), minimizing revenue leakage and unrecoverable costs, and escalating accounts receivable matters as required.
• Support client onboarding and implementation, coordinating SOP development, client implementation plans, and information management requirements in collaboration with KAM and cross-functional teams.
• Drive continuous improvement and accurate system management, identifying process efficiencies, reducing touchpoints, improving service flow, and maintaining accurate job notes and billing information to capture revenue.

Key Skills and Experience

• Strong experience in global freight forwarding (operations and/or customer service), with strong understanding of transport markets, freight forwarding requirements, and regulatory frameworks.
• Highly effective communicator able to engage with clients, vendors, suppliers, and internal leaders; demonstrates collaboration, teamwork, and negotiation capability.
• Methodical and structured approach to work, with strong planning and analytical skills and the ability to meet time-critical requirements.
• Proven ability to prioritise resources and workload to align job processing with client expectations across daily, weekly, and monthly schedules.
• Experience maintaining reporting systems to track shipment volumes, transaction events, and cargo movement status accurately.
• Resilient and outcome-focused, consistently working toward achieving operational, service, and client satisfaction objectives.

What You'll Need to Succeed:

• Strong communication and relationship management skills.
• CargoWise knowledge and proficiency utilising this software.
• Experience in freight forwarding, logistics, or supply chain coordination.
• Proficiency in Microsoft Office and workflow management systems.
• Ability to prioritise tasks and work under pressure in a fast-paced environment.
• A results-driven mindset with excellent planning and analytical abilities.

Why Join Us?

• A supportive and collaborative team environment.
• Career development and training opportunities.
• Work with a global industry leader in freight forwarding and logistics.

If you have the skills, experience and drive to excel in this role, we'd love to hear from you! Apply now and take the next step in your career with Toll Global Forwarding!