Customer Service Agent
Banksmeadow, NSW | Full-Time | Aviation & Logistics Industry
We're seeking a capable and motivated Customer Service Agent to take a key role within our high-performing Banksmeadow team.
This is an exciting opportunity for an experienced operator who thrives in fast-paced environments, takes initiative, and enjoys seeing their decisions make a real impact.
Join a dynamic business that supports the airfreight and transport industry where every day brings fresh challenges, and your problem-solving and coordination skills are highly valued.
About the Role
You'll be part of a skilled and collaborative team of allocators and service agents.
As the main contact point for internal stakeholders, drivers, and external customers, you'll play a hands-on role in managing day-to-day delivery schedules, resolving issues as they arise, and driving high-quality customer service outcomes.
The role requires a proactive mindset, a calm approach under pressure, and a strong sense of accountability over your allocated workload and service standards.
Key Responsibilities
* Manage daily customer delivery schedules and make real-time adjustments in response to delays, breakdowns, or urgent requests
* Liaise with drivers, warehouse teams, and customer service colleagues to ensure seamless coordination of pickups and deliveries
* Monitor driver hours, fatigue, and breaks to ensure compliance with NHVR regulations and company policy
* Maintain clear and regular communication with customers regarding ETAs, delays, and service updates
* Ensure appropriate vehicle allocation based on load type, weight, and delivery conditions
* Respond to internal and external customer enquiries, escalating issues promptly to operations management when needed
* Analyse reports and operational data to improve fleet efficiency and planning
* Act as a primary contact for customer queries relating to delivery scheduling or service issues
* Maintain detailed records of customer communications and cargo terminal activity
* Support a safe and compliant work environment through adherence to company policies and standards
* Contribute to a strong team culture and identify areas for improvement
* Remain composed under pressure, demonstrating professionalism and ownership in all interactions
* Deliver consistent service for priority and high-value clients, meeting or exceeding expectations
What You'll Bring
* 3 years or more of experience in customer service or admin support (transport industry preferred)
* Excellent communication and interpersonal skills
* Strong time management and decision-making capabilities
* Intermediate proficiency in Microsoft Office and operational systems
* Previous experience in transport, logistics or airfreight (advantageous)
* A proactive, solutions-focused approach with a high level of accountability
* Flexibility to work a variety of shifts, including early starts or late finishes
* Ability to pass a Federal Police Check
* A team-first attitude and willingness to go above and beyond
Why Join Us?
At Wymap, we value our people. You'll work in a supportive, inclusive environment where your contribution is recognised.
We offer a competitive salary, ongoing development, and the opportunity to be part of a nationally respected logistics organisation with a strong future.