This is a Customer Service Representative role with Visy based in Melbourne, VIC, AU Visy Role Seniority - junior More about the Customer Service Representative role at Visy Visy Global Forwarding is seeking a dynamic and detail-oriented Customer Service Specialist to join our Epping team. Lead customer experience, build & foster relationships with a new local customer Own the customer journey, you’ll make every interaction seamless and positive Bring your strong freight forwarding experience to a dynamic & fun team About the Role Reporting to the National Customer Service Manager, in this customer-centric role, you’ll be the key link between our new client and the seamless movement of goods across borders. You’ll manage documentation, coordinate shipments, liaise with logistics partners, and ensure every delivery meets our high standards of service and efficiency. Engaging with our customer via phone and email, you will effectively manage and resolve enquiries in a values-led manner. Your focus will be on delivering service excellence, enhancing customer satisfaction, and embedding a customer-first mindset across the organisation. What you will do: Manage day-to-day enquiries, booking requests, and status updates. Coordinate onboarding for new customer and maintain online portals. Proactively update customers on shipment status and resolve service issues. Ensure timely receipt of shipping documents, processed goods, and billing information. Resolve any problems that arise during the import/export process, such as customs delays, shipment discrepancies, or lost goods. Maintain accurate records through CargoWise and internal database systems. Build strong relationships with clients and deliver exceptional customer service. What you will bring: Prior experience in customer service or support role withing freight forwarding. Strong knowledge of wharf cartage operations and customs requirements. Proficiency in CargoWise and knowledge of international and local transport. Ability to multitask in a fast-paced environment. Sound understanding of customs compliance and reporting tools (e.g., CMR, 1 Stop). Excellent communication, attention to detail, and problem-solving skills. What you’ll love when you join us: Employee Assistance Program (EAP) Option to purchase additional leave Salary sacrificed novated leasing A collection of health, wealth and lifestyle services and discounts Career Opportunities within a growing business About Visy? Visy is powering the circular economy, by providing sustainable, digitally advanced supply chain solutions. We combine our substantial volume, footprint and infrastructure - rooted in our 75 years of manufacturing experience, to provide customised logistics solutions to the industrial, beverage and consumer goods sectors. Offering a range of logistics services from warehousing, contract logistics, linehaul, intermodal transport, global freight forwarding and bulk logistics, we do logistics differently. Ready to hit the road with us? Apply now and start your journey toward a fulfilling career! You will be required to meet Visy’s employment criteria which will include a criminal history check. Visy is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Visy team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Managing customer inquiries Coordinating shipments ❤️ Building client relationships Key Strengths Customer service experience Knowledge of customs compliance CargoWise proficiency ⚡ Multitasking ability Problem-solving skills Communication skills Why Visy is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume. A Final Note: This is a role with Visy not with Hatch.
