Customer Service Representative

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. 

We currently have a vacancy for an experienced Customer Service Representative to join our team in the Truganina office. Please note we will be relocating to Tullamarine in 2025.
 
Responsibilities

• Monitor and action service requirements for designated accounts, ensuring responses are made to their needs
• Ensure follow up and provide timely information, primarily to the clients but also to operations/cartage regarding the status of clients’ orders
• Liaise with Import Air, Import Sea & Compliance staff to ensure speedy delivery of shipments
• Register and invoice cross trade shipments, report and address expired rates in conjunction with the sales team and ensuring expired rates are updated within 2 working days
• Prepare quotes, maintain client rates, update cost and sell rates for the Branch 
• Monitor client debtors inclusive of COD clients and client credit limits
• Prospect for new business within own portfolio, follow up and distribute sales leads 
• Update Customer SOP’s and call reporting activities in CW1 organizations in accordance to set KPI’s
• Visit clients' premise in conjunction with Management and Sales where applicable.
• Provide status/monthly statistical reports to key stakeholders  
• Deal with complaints professionally to maintain good relations and ensuring complaints are recorded for analysis and preventative action within CW1 organization
• Promote and recommend Online Manager/Röhlig Real Time to clients

Requirements

• Thorough understanding and experience within freight forwarding
• Good communication and interpersonal skills, with the ability to communicate effectively both verbally and in writing 
• Customer service driven attitude with the ability to find efficient solutions for the customer 
• Ability to understand and improve processes and IT system settings in order to understand and map complex customer requirements 
• Highly motivated, proactive attitude, taking preventive actions with the goal of customer retention
• Innovative, demonstrate initiative, and be highly adaptive to the changing environment
• Results focused with a view of achieving and exceeding targets set in terms of profitability, productivity, accuracy and quality of service without placing an adverse effect on client relations
• Co-operative working style, informing internal stakeholders/departments pro-actively
• Ability to build and maintain relationships with clients
• Time management and prioritisation skills

What you can expect
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!