Customer Engagement Specialist

Customer Engagement Specialist

• Build strong relationships with key customers and drive service excellence
• Play a pivotal role connecting customers, operations, and sales teams
• Safely Every Day — That’s Our Promise

Join Pacific National – Australia’s largest private rail freight operator

Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.

An opportunity has presented itself for a Customer Engagement Specialist to join our Intermodal team in Melbourne.

What You'll Do

Act as the key point of contact for strategic customers, ensuring a seamless customer experience while supporting operational performance and commercial outcomes.

Reporting to the Customer Service Principal, you will:

• Build and maintain strong relationships with key Intermodal customers
• Partner with Sales, Operations, and Customer Service teams to deliver exceptional customer outcomes
• Manage customer escalations, service issues, and recovery activities from end to end
• Provide timely customer communications, operational updates, and performance insights
• Support complex bookings, service requests, and operational exceptions across the network
• Analyse performance data and identify opportunities to improve customer experience, processes, and service delivery
• Represent the voice of the customer internally to ensure alignment between customer expectations and operational capability

What You'll Bring

• Experience in Customer Success, account management, customer service, or operational coordination
• Proven ability to manage key customer relationships and deliver high levels of customer satisfaction
• Strong problem-solving skills with experience managing escalations and service disruptions
• Excellent stakeholder management skills and the ability to influence outcomes across multiple teams
• Strong communication skills with the ability to tailor messaging to different audiences
• Sound analytical and organisational skills with a focus on continuous improvement
• Experience using business systems such as CRM, TMS, customer portals, or similar platforms
• Experience in transport, logistics, supply chain, or other service-based industries will be highly regarded

Why Join Us?

At Pacific National we value the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted.

Some of the benefits we offer are:

• Paid parental leave
• Novated Leasing
• Fitness Passport
• Purchase leave program
• Access to EAP program through Sonder

We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day.

Ready to deliver what matters?

Click ‘Apply Now’ and start your journey with Pacific National. Learn more at https://www.pacificnational.com.au/careers

Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail.