- Lead and develop a customer-focused team supporting Australia’s essential rail freight network
- Make a real impact by driving service excellence, operational coordination and continuous improvement
- Safely Every Day — That’s Our Promise
Join Pacific National – Australia’s largest private rail freight operator
Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.
An opportunity has presented itself for a Customer Service Team Leader to join our Intermodal team, based at Sydney Freight Terminal in Chullora. In this role, you’ll lead and develop a state-based team of Customer Service Officers to deliver exceptional customer service and operational support.
What You’ll Do
As Customer Service Team Leader, you’ll lead and develop a high-performing team, ensuring customer bookings, operational communications and freight services are delivered safely, accurately and efficiently. You’ll work closely with customers and stakeholders across Operations, Planning and Commercial teams to resolve issues, manage service disruptions and drive continuous improvement.
Reporting to the Customer Service Principal, you will:
- Lead, coach and develop a team of Customer Service Officers, setting clear performance expectations and building a culture of accountability, collaboration and customer service excellence.
- Promote Pacific National’s safety culture, ensuring compliance with safety policies, procedures and operational requirements.
- Oversee freight bookings, amendments, cancellations, standby bookings and service quotations to meet customer requirements and maximise service utilisation.
- Coordinate equipment hire and pick-up and delivery (PUD) services, managing equipment availability, transport provider relationships and customer requirements.
- Manage customer escalations, complaints and service disruptions, ensuring timely resolution and clear communication with customers and internal stakeholders.
- Build strong working relationships with local and national Operations, Intermodal Service Delivery, Customer Service and Commercial teams to support effective freight coordination.
- Oversee customer communications to ensure operational updates are accurate, consistent and communicated in a timely manner.
- Support customer onboarding and provide guidance and training on the Pacific National Portal and transport management systems.
- Monitor team performance, reporting and adherence to processes, identifying opportunities to improve service delivery, operational efficiency and customer outcomes.