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Job Post Details

Customer Support Specialist - job post

Team Global Express
3.1 out of 5 stars
Altona North VIC
Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Full-time

Shift and schedule

  • Monday to Friday

Location

Altona North VIC

Benefits

Pulled from the full job description

  • Parental leave
  • Employee discount
  • Work from home

Full job description

Be the person our key customers can rely on.

Team Global Express is seeking a proactive and solutions-focused Customer Support Consultant to support some of our high-value B2B customers.

This role goes beyond traditional reactive customer service. You'll proactively monitor customer shipments, identify service exceptions before they become bigger problems, investigate issues and work across our operational teams to find solutions.

You'll manage a variety of enquiries coming through phone, email, online channels and a shared mailbox. Some of the customers you support represent significant accounts, so responsiveness, accuracy and ownership are critical.

Depending on the customer and nature of the enquiry, expected response times will generally be within 2–4 hours.

If you enjoy investigating problems, building strong customer relationships and taking ownership from issue through to resolution, this could be the role for you.

About the Role

Your standard working hours will be Monday to Friday, 8:00am–4:00pm.

As part of a collaborative customer support team, you'll also need some flexibility to assist with team coverage when required.

You'll be responsible for designated high-value customers and will monitor their shipments, open enquiries and service performance to identify potential delays or exceptions.

Rather than waiting for customers to chase an update, you'll proactively contact them, explain what's happening, coordinate the appropriate response internally and keep them informed until the issue is resolved.

What You'll Do
  • Proactively monitor shipments, service performance and open enquiries for designated high-value customers.
  • Identify delays, service exceptions and emerging risks before they escalate.
  • Proactively contact customers regarding issues, expected impacts and actions being taken.
  • Manage varied and sometimes unpredictable enquiries received through the shared mailbox, phone, email and online channels.
  • Work within customer-specific service expectations, including response times generally ranging from 2–4 hours.
  • Investigate customer issues and determine appropriate solutions within established procedures.
  • Coordinate with Operations and internal support teams to achieve timely resolutions.
  • Take end-to-end ownership of customer issues and follow them through to completion.
  • Provide customers with regular and accurate progress updates.
  • Confirm outcomes with customers once issues have been resolved.
  • Prioritise urgent, commercially sensitive and high-impact customer matters.
  • Escalate issues outside your delegated authority or standard resolution pathways.
  • Maintain accurate and timely records of customer interactions, actions, commitments and outcomes.
  • Prepare a concise daily report for the Team Leader covering issues identified, customer notifications, resolutions, outstanding actions, service risks and recurring trends.
  • Respond to inbound enquiries and make outbound calls when required.
  • Work towards individual and team KPIs across quality, responsiveness, resolution, customer satisfaction and adherence.
  • Promote TGE's online platforms and educate customers on available self-service options.
  • Identify recurring customer and service issues and provide factual feedback to the Team Leader.
  • Participate in team meetings, coaching, training and regular feedback sessions.
  • Contribute to continuous improvements in customer experience, satisfaction and loyalty.
  • Act as a customer advocate, representing the voice of the customer internally and constructively challenging processes that may negatively impact the customer experience.

What You'll Bring

We're looking for someone who is comfortable managing important customer relationships while working in a fast-paced and constantly changing environment.

You'll ideally bring:
  • Previous experience in customer service, contact centre, logistics or transport.
  • Experience supporting high-value, priority or B2B customers would be highly regarded.
  • Strong customer-service skills with a genuine customer-first mindset.
  • Demonstrated problem-solving and investigation skills.
  • Ability to take ownership of complex issues and follow them through to resolution.
  • Confidence coordinating solutions across multiple internal teams.
  • Ability to manage multiple tasks and prioritise competing and time-sensitive enquiries.
  • Strong written and verbal communication skills.
  • Ability to build trust and effective relationships with customers and internal stakeholders.
  • Strong literacy, numeracy, keyboard and data-entry skills.
  • Excellent attention to detail and record-keeping capability.
  • Sound computer literacy and confidence working across multiple systems.
  • Experience using CRM, case-management, shipment-tracking or reporting systems would be advantageous.
  • Ability to interpret shipment status, service information and customer history to identify potential issues.
  • Ability to prepare clear and accurate daily reports and summaries.
  • Sound judgement and confidence making decisions within established processes.
  • Initiative, resilience and a results-focused approach.
  • Knowledge of TGE services and escalation processes, or the ability to learn them quickly.
  • Understanding of safe working practices.
  • Year 12 or equivalent is desirable.

What Success Looks Like
Success in this role isn't simply about how many enquiries you close.
It's about understanding your customers, identifying issues early and ensuring customers don't have to chase us for answers.

You'll build trust by communicating proactively, taking ownership, keeping your commitments and working across the business to achieve the best possible outcome.

You'll also use recurring customer issues and service trends to help identify opportunities to improve the overall customer experience.

What's on Offer?
  • Permanent Full-Time opportunity
  • Monday to Friday, 8:00am–4:00pm
  • Work directly with some of TGE's high-value B2B customers.
  • Develop strong customer relationship and stakeholder-management experience.
  • Opportunity to move beyond reactive customer service into proactive customer support and issue management.
  • Exposure to transport and logistics operations.
  • Varied work where every customer enquiry can be different.
  • Ongoing coaching, training and development.
  • Opportunity to contribute to customer-experience and process improvements.
  • Supportive and collaborative team environment.
  • Career opportunities within one of Australia's leading transport and logistics businesses.

Ready to Join Us?

If you're someone who enjoys solving problems, taking ownership and building trusted customer relationships, we'd love to hear from you.

Apply today and help Team Global Express deliver a proactive and reliable experience for our key customers.

About Team Global Express

Team Global Express (TGE) is an Australian-owned transport and logistics business delivering to Australia and New Zealand. We’re not only transforming our operations but striving towards changing the logistics industry and becoming an Environmental, Social, and Governance leader by 2030. To learn more about our story, visit https://teamglobalexp.com/ .

Why TGE

We care about our customers, our people, and our planet. We are always innovating and improving our services. We are driven by passion and purpose, and we never stop.

What we offer

  • Competitive salary above industry standards

  • Upskilling, training, mentoring and more to support your career development journey

  • Fun and practical employee perks and discounts

  • Flexible work, including work from home

  • Inclusive parental leave policy that supports all parents & carers

  • Peer recognition awards acknowledge when you go above and beyond.

An inclusive workplace, works for everyone

We celebrate difference. We are committed to a diverse and inclusive workplace that gives everyone the chance to contribute to a bigger and brighter future with us. As an Equal Opportunity Employer, we welcome and invite applicants of all ages, cultural backgrounds, genders, sexual orientations, people living with disabilities, neurodiverse individuals and Aboriginal and Torres Strait Islander Peoples to apply. Team Global Express acknowledges the Aboriginal and Torres Strait Islander peoples as First Peoples of Australia and the Māori, as tangata whenua and Treaty of Waitangi partners in Aotearoa New Zealand.

Our recruitment process

Applying for a job starts with an online application form, from there you may be invited to complete an online assessment followed by a virtual or in person interview. The last step is undergoing pre-employment checks, which includes a criminal history check and a medical assessment including fitness to work and drug & alcohol screening.

Other things to note

  • When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the recruitment process.

  • During the recruitment process, please keep an eye on your junk emails and spam folders for updates.

  • TGE is listed as one of LinkedIn’s Top Companies of 2023 and 2024 in Australia.

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