Customer Service

Customer Service Manager – Freight Forwarding

Cockburn Central, WA | Full-Time | International Freight & Logistics

An excellent opportunity has become available for an experienced Customer Service Manager to join an established freight forwarding and logistics business based in Cockburn Central.

This is a hands-on leadership role responsible for managing the customer service function, developing a high-performing team and ensuring customers receive a consistently high level of service across their international freight movements.

We are looking for someone who genuinely understands freight forwarding and can combine strong operational knowledge with leadership, customer relationship management and continuous improvement.

The Role

Reporting into senior management, you will take ownership of the Customer Service team and act as a key link between customers, operations and the wider business.

Your Responsibilities Will Include

• Lead, coach and develop a team of Customer Service professionals.
• Oversee the day-to-day customer service function across international freight forwarding.
• Manage key customer relationships and act as an escalation point for complex or time-critical issues.
• Ensure customers receive accurate and proactive updates across their shipments.
• Work closely with operations, transport, customs and other internal teams to ensure smooth freight movements.
• Monitor service levels, workloads, KPIs and overall team performance.
• Resolve service issues, delays and customer complaints professionally and commercially.
• Drive improvements across customer communication, processes and service delivery.
• Support the onboarding and implementation of new customers.
• Build strong relationships with both internal stakeholders and external customers.
• Create a positive, accountable and customer-focused team culture.

About You

To Be Successful, You Will Ideally Have

• Previous experience within freight forwarding / international logistics.
• Experience leading or supervising a Customer Service, Operations or Freight Forwarding team.
• Strong understanding of import and/or export freight movements.
• Excellent customer relationship and stakeholder management skills.
• The ability to manage escalations and solve problems in a fast-paced environment.
• Strong commercial awareness and an understanding of the importance of customer retention.
• A proactive approach to communication rather than simply reacting when issues arise.
• Strong systems capability and confidence working with freight forwarding platforms.
• A genuine interest in developing people and improving team performance.

What's On Offer?

This is a great opportunity for an experienced freight forwarding professional who is ready to take ownership of a customer service function and have a genuine impact on how the business services its clients.

You'll join an established logistics operation in Cockburn Central, working in a role that offers a combination of people leadership, customer management, freight operations and process improvement.

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