Customer Service Representative Join a secure industry providing essential services Australia wide Supportive, collaborative team environment offering flexibility Based out of our Acacia Ridge terminal About us Pacific National (PN) is the largest provider of diversified rail freight services in Australia. We haul a variety of freight including coal, intermodal containers, steel, and a range of bulk commodities and materials that keep the region's economy, businesses and households running. We are a company built on solid foundations and we are incredibly proud of the essential role we continue to play supporting Australia's supply chain. At Pacific National, we take great pride in delivering our best every day and have a relentless focus on customer service and place safety above all else. We operate nationally with approximately 3,500 staff in over 90 sites across Australia. We respect and care for the communities in which we operate and continue to evolve our community engagement and strengthen relationships through partnerships and investment. We are focused on reducing the carbon emissions of our business, while also enabling the reduction of carbon emissions in the broader supply chain to support the National targets. About the role The Customer Support team operates in a matrix style environment and are part of the national Commercial team within the Intermodal Division. The Intermodal Division is responsible for freight forwarding services which includes general interstate forwarding activities, as well as specified freight services such as express, refrigerated services, steel, and specialist services to the automotive industry. The Intermodal division covers a geographically diverse area with operations including terminals and depots in all mainland States in Australia. Do you thrive in a role where you can help, and problem solve for customers? Come and thrive in a collaborative and supportive team for Australia's largest private rail freight provider and play a key role in influencing what customers continue to think of Pacific National as their first-choice rail provider. As the conduit between Pacific National and our customers, your role is impactful and valued. Our Customer Support team is focused on continually developing a deep understanding of our customers business requirements and providing a solution focussed approach which contributes to fostering a strong partnership culture. In addition to this, our Customer Support team leverage their in-depth knowledge of the Pacific National business to continually solicit process improvement initiatives to ensure the delivery of an efficient and effective high-quality service. The partnership culture contributes directly to the customer experience and in turn supports our revenue growth strategy. Reporting into the Manager Customer Support, key responsibilities of the Customer Support Officer role include: Manage all customer enquiries with a lateral thinking and solutions focussed mindset Actively seek to understand our customers business requirements and confidently align their needs with a suitable Pacific National service offering Maintain expert knowledge of capacity and asset utilisation for Intermodal customers Work closely with the operations team managing utilisation and aligning services Manage, create and maintain all customer bookings including proactive communications with customers Actively engage with customers to solicit feedback on process improvement opportunities, document and report on these opportunities. Mitigate customer risks by ensuring timely escalation of any unresolved issues and actively contribute to stakeholder discussions and planning to ensure a seamless customer experience. Actively promote logistics systems usage including actively identify opportunities to coach customers on the system Actively look for opportunities and take the initiative to step in to help others when workloads are high Candidates must be available to work rotating 8-hour shifts from Monday to Friday, with hours spanning from 5am through to 6pm (potential extension to 9PM) Start and finish times may change each week. Some Saturdays - 6AM - 2PM may be required. About you With a customer service / operational background, you will have a proven ability to build strong and lasting relationships with both internal and external customers. You will ideally have worked in the logistics service industry, but we are open to any industry if customer service is your forte. A naturally strong communicator, both verbal and written, you will have the ability to listen, question and manage challenging conversations. Managing your time well, you will be proactive and enjoy helping to improve processes. You will be a resilient team player who is driven by providing exceptional customer service. The benefits At Pacific National we value diversity, inclusion and the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted and valued for who they are, enabling everyone to bring their authentic selves to work. When you join the Pacific National team, you'll be encouraged to take ownership of your career and we'll be there to support you with a range of exciting initiatives including: Industry leading programs focussed on your growth and career development Paid parental leave up to 12 weeks for primary carers at full pay after 12 months service Opportunity to purchase additional annual leave Flexible working arrangements (subject to business needs) A focus on your mental health and wellbeing through our PeerConnect program Access to our Employee Assistance Program, administered by Benestar, offering confidential counselling services for employees and their eligible family members, paid for by us at no cost to you Access to Unmind, a digital platform that gives you access to tools, training and exercises that will support your mental wellbeing Discounted fitness and wellbeing benefits with membership to WhereFit, our wellbeing benefits partner Novated leasing and discounts on selected health insurance funds, travel, retail brands, vehicles and more. We are proud to be a WORK180 Endorsed Employer for women, and you can visit our Work180 page Pacific National | WORK180 Endorsed Employer https://work180.com/en-au/for-women/employer/pacific-national to find out more including a list of all of our benefits and policies. We are seeking applicants who share our values: Make it simple, Share More, Kindness, Gratitude, Curiosity, and Own it. These values help us achieve strong connections with everyone we work with and play an important part in motivating us all to do our best work. Do you need reasonable adjustments during the recruitment process? If you need an adjustment in the recruitment process, please outline at the time of your application. Closing date Applications close on the 4th of February 2024 Next steps Are you ready to be part of our future? To apply, please click on the 'Apply' button below and follow the prompts. To find out more about Pacific National, our benefits and opportunities we offer, visit our careers page: www.pacificnational.com.au/careers http://www.pacificnational.com.au/careers Acknowledgement of Country We acknowledge the Traditional Custodians of the land on which we work, live and rail. We pay respect to Elders past, present and future and to the continuation of cultural, spiritual and educational practices of all Aboriginal and Torres Strait Islander peoples.