We are Röhlig. Since 1852.
For more than 170 years, Röhlig has mastered the growing complexity of global freight forwarding. By combining the professional competence of a large enterprise with a family-owned company's virtues and values, we have successfully asserted ourselves on the logistics market. Based on our global network, we create tailor-made solutions to improve our clients' logistics processes.
An exciting opportunity has arisen for an experienced freight forwarding Operations/Customer Service Manager to join our team based in Perth Airport.
Responsibilities
* Lead, coach, and manage the customer service, import, and export teams, including onboarding, tasks management (e.g. job registration, Sea Cargo Reporting etc.), performance reviews, and ongoing development
* Manage a portfolio of customers and oversee end-to-end shipment execution, liaising with internal teams and external service providers
* Ensure accurate and timely customer communication, responding to enquiries or complaints within 12 hours and proactively managing issues
* Partner with the commercial team to implement new and existing accounts, ensuring client requirements, SOPs, and rates are correctly set up in CW1
* Ensure client reporting is established, scheduled, accurate, and continuously improved in collaboration with the Commercial Analyst
* Maintain CW1 data integrity, ensuring all client, shipment, and meeting records are accurate and up to date
* Support team to meet KPIs and service level agreements across financial, compliance, and operational milestones
* Participate in customer meetings (QBRs), attend client visits as required, and document actions and outcomes
* Address service failures, develop corrective action plans, and take a preventative approach to problem solving
* Drive continuous improvement and operational excellence (e.g. Jobs per Head), identifying efficiencies, preventing storage, improving processes, and documenting SOPs
* Promote company services to existing clients and build strong internal cross-functional relationships
* Accountable for financial performance, including profitability, cash flow, debt management, contract renewals, organic growth, accurate and timely invoicing, cost control, and timely job closure
Requirements
* Substantial experience in the freight forwarding industry, with background in operations, customer service, pricing, business development, or key account management
* Proven experience leading, developing, and motivating team members
* Strong attention to detail with a proactive, can-do attitude
* Ability to use initiative and a strong commitment to meeting and exceeding client expectations
* Excellent interpersonal and communication skills, with the ability to build effective relationships with both internal and external stakeholders
* Highly developed organisational, planning, and time management skills
* Demonstrated passion, dedication, and commitment to delivering outstanding customer service
* CargoWise Specialist Certificate and/or Order Manager experience
An autonomous and supportive environment with flexible arrangements available for a mix of office and home working. In Australia, our team of experts provides its services from 6 locations. Working at Röhlig means to live internationally, every day staff members around the world cooperate on developing logistics solutions for their customers. Smart minds with drive encounter numerous opportunities to play a vital role in this process. Flat hierarchies, a pleasant and friendly work environment, paid birthday leave, discretionary bonus scheme, considerable opportunities for personal development and long-term career planning provide the basis for your success.
We look forward to meeting you