Customer Service Officer - Global Freight

Customer Service Officer

The Customer Service Officer is responsible for managing the end-to-end customer experience within the freight forwarding business, delivering high-quality support across all shipments. You will proactively resolve issues, manage enquiries, and build strong customer relationships, working closely with Business Development, Sales, Commercial, and Operational teams to ensure seamless service delivery and support DP World Global Forwarding's objectives.

Key Accountabilities:

• Act as the primary customer contact, managing end-to-end shipment execution and resolving issues promptly
• Build and maintain strong client relationships, ensuring consistent service excellence
• Monitor shipments proactively, communicate deviations, and provide timely updates to customers
• Identify opportunities to grow business with existing clients
• Support the Key Account Manager in onboarding and transitioning new business
• Prepare accurate quotes and rate updates, while mentoring team members to enhance service delivery

Qualifications, Skills and Experience:

• 4+ years' experience in import freight operations and customer service, with strong knowledge of Australian import processes
• Proficient in Cargowise (WiseTech) with strong IT and administrative skills
• Well-developed relationships with external service providers and broad supply chain knowledge
• Demonstrated ability to work independently, resolve issues, and meet deadlines
• Excellent customer service focus, teamwork, and interpersonal skills
• Relevant industry qualifications (RACA/IATA/FIATA) and Cargowise training/certification (preferred)

About DP World

DP World is reshaping the future of global trade to improve lives everywhere. Operating across six continents with a team of over 115,000 employees, we combine global infrastructure and local expertise to deliver seamless supply chain solutions. From Ports and Terminals to Marine Services, Logistics and Technology, we leverage innovation to create better ways to trade, minimising disruptions from the factory floor to the customer's door.

In Asia Pacific, DP World employs over 15,000 people across 22 geographies. We operate 17 ports and terminals, complemented by a comprehensive suite of end-to-end supply chain solutions - to connect the region to the rest of the world.

WE MAKE TRADE FLOW

TO CHANGE WHAT'S POSSIBLE FOR EVERYONE.