Job Description Reporting to State Operations Manager, the position includes the following responsibilities: Lead and develop a high-performing customer service and freight coordination team, fostering a culture of excellence, accountability, and proactive service delivery. Drive the continuous improvement of customer engagement strategies, including the streamlining of paperwork, manifest processing, and booking accuracy. Act as the senior point of escalation for customer issues, ensuring swift resolution of complaints or service discrepancies while maintaining strong client relationships. Build and maintain strong working relationships with key customers, ensuring service level agreements (SLAs) are consistently met or exceeded. Support internal teams and collaborate cross-functionally to deliver integrated freight solutions and a seamless customer experience. Ensure compliance with internal policies, Chain of Responsibility (COR) legislation, workplace safety standards, and relevant federal/state transport regulations. Champion continuous improvement initiatives across customer service and freight coordination functions, identifying process inefficiencies and implementing system-based solutions. Oversee the accuracy and timelines of KPI reporting, ensuring performance metrics are tracked, analysed, and used to drive service enhancements. Collaborate with senior management to align operational outputs with strategic goals and customer expectations. Promote data driven decision making through the development and presentation of reports, insights, and performance summaries. Company Description Rail to road, dry freight, refrigerated or bulk, SCT Logistics provides Australia’s most efficient and independent freight services. Established in 1974 by Peter Smith, SCT is now a national, multi-modal transport and logistics company. In June 1995 SCT Logistics became the first private rail operator to commence services on the interstate rail network which coincided with the completion of the standardisation of the rail gauge track between the states in Australia. The SCT Logistics is a rapidly growing company, which prides itself on being a leader in the logistics field. Our objective is to be the leading supply chain partner in the market with a focus on safety, service, quality and sustainability. Why SCT? At SCT we offer a collaborative and inclusive work culture that is built on; Safety, Passion, Integrity, Respect, Innovation and Teamwork. We understand that our values enable us to better understand and serve our customers, attract top talent (like you) and innovate successfully. Along with a competitive remuneration package we also offer: Development and growth opportunities Employee Recognition and Rewards Programs Flexible working arrangements Top up of government paid parental leave for the first six weeks Grandparent Leave Novated leasing and salary packaging 24/7 Access to our Employee Assistance Program Onsite car park Dress for your day policy To learn more about these initiatives please visit our Careers Page Desired Skills and Experience The successful candidate will be able to demonstrate: Minimum 5 years’ experience in a transport, freight, or logistics environment, with at least 3 years in a managerial capacity. Proven leadership and team management skills, with the ability to coach, develop, and motivate team members to achieve key performance indicators (KPIs). Customer service focused with a proactive attitude and positive nature. Strong problem-solving and decision-making skills with a focus on proactive service recovery and continuous improvement. High-level communication skills—verbal and written—with the ability to effectively engage with customers, internal teams, and senior stakeholders. Strong time management and task prioritisation skills, with the capacity to manage multiple conflicting demands under pressure. Commercially astute with the ability to interpret performance data and use insights to influence operational strategy and customer outcomes. Clear (written & oral) communication skills. Able to maintain sustained level of concentration in a high-risk busy environment. High level of computer skills & exceptional attention to detail. Desirable Formal Training Diploma or higher qualification in Logistics, Supply Chain Management, or Business Diploma of Leadership and Management SAP experience COR legislation awareness