Customer Experience Support
Vor 2 Tagen
Active Managed Logistics Services – Braeside VIC We are seeking a Customer Experience Support professional to join our Customer Experience team at AMLS . This role is critical in managing and resolving inbound customer enquiries across phone, email and chat, while working closely with our national operations teams to deliver timely, professional outcomes for our customers. You will be the voice of AMLS to our customers, owning issues end‑to‑end, identifying root causes, escalating where required, and ensuring customers are kept informed throughout the resolution process. This is a hands‑on role suited to someone who thrives in a fast‑paced transport and logistics environment and takes pride in delivering excellent customer outcomes. Key Responsibilities Manage and resolve inbound customer enquiries via phone, email and chat Listen, investigate and clearly understand customer issues Provide timely, professional and concise responses, including delivering difficult messages where required (e.g. lost or damaged freight) Utilise AMLS transport management systems to track consignments and issues Liaise closely with state operations teams, transport partners and subcontractors to resolve delays and service issues Monitor open issues through to resolution and proactively provide status updates to customers Escalate issues internally where required to ensure timely outcomes Maintain accurate records of all customer interactions, issues and resolutions Identify recurring issues and recommend improvements to systems, processes and procedures to improve DIFOT performance Actively advocate on behalf of customers while balancing operational realities About You You are calm under pressure, highly organised, and genuinely passionate about delivering great customer experiences. You enjoy problem‑solving, influencing outcomes, and working collaboratively across teams. Key Capabilities & Attributes Strong safety focus Proven customer service experience in a fast‑paced environment Strong problem‑solving and root‑cause analysis skills Excellent written and verbal communication skills Confident delivering difficult messages professionally and empathetically Continuous improvement mindset Hands‑on team player who enjoys getting into the detail Strong multitasking and time‑management skills Calm, professional and resilient under pressure Commitment to follow‑through and seeing issues resolved Skills & Experience Experience in a customer‑facing, influencing role Experience in logistics, transport, operations or complex customer service environments (highly regarded) Understanding of transport networks, including subcontractors and carrier partnerships (advantageous) Experience using Transport Management Systems (TMS) Experience using customer/client management systems Strong Microsoft Office skills, particularly Excel Ability to prioritise work and adapt in a changing environment Why Join AMLS? Be part of a growing logistics business with strong national operations Play a key role in supporting active supply chains and customer success Work closely with operational leaders across the business Opportunity to influence process improvements and service performance Supportive, team‑oriented environment with a strong customer focus Be careful – Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr
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