Customer Service Officer

• Permanent full-time role based at Sydney Freight Terminal, Chullora
• Join a collaborative team supporting Australia's rail freight network on a rotating shift roster
• 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 Service Officer to join our Intermodal team based at Sydney Freight Terminal in Chullora.

What You'll Do

Provide exceptional customer service and operational support to ensure freight bookings, customer enquiries and terminal operations run safely and efficiently. This role operates on a rotating roster, with shifts between 6:00am and 10:30pm Monday to Friday, including one Saturday every third week.

Reporting to the Customer Service Team Leader, you will:

• Manage customer freight bookings, amendments and cancellations to meet operational requirements
• Liaise with customers, truck drivers and terminal operations to coordinate freight movements and resolve issues
• Prioritise freight requirements and manage booking exceptions to maximise service utilisation
• Respond to customer enquiries relating to freight movements, schedules, rates, policies and services
• Investigate and resolve gate exceptions, booking discrepancies and truck/trailer weight issues within transport management systems
• Process customer complaints and service issues, ensuring prompt resolution and identifying opportunities for continuous improvement
• Work collaboratively across day and afternoon operations while confidently managing tasks independently when required

What You'll Bring

• Experience in a customer service or operational administration role within a fast-paced environment
• Transport, logistics, freight or supply chain experience is highly regarded but not essential
• Strong communication skills with the ability to build positive relationships with customers and operational teams
• Excellent problem-solving and decision-making skills with the ability to prioritise competing demands
• Ability to work autonomously while contributing positively to a team environment
• Strong attention to detail and commitment to delivering accurate work
• Flexibility to participate in a rotating roster and occasional overtime to support operational requirements

Why join us?

At Pacific National we value the contribution of each team member. Our values underpin our commitment to creating 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.