Customer Service Professional – Melbourne Airport

CEVA Logistics provides global supply chain solutions to connect people, products, and providers all around the world. Present in more than 170 countries and with over 110,000 employees across 1,500 sites, we are proud to be a Top 5 global 3PL. Every day, our people imagine better ways to serve a world in motion – creating smarter, safer, and more sustainable solutions for our customers.

YOUR ROLE

CEVA Logistics is looking for an experienced Customer Service Professional to join our Air & Ocean team at Melbourne Airport, reporting to the Branch Manager. In this role, you’ll manage a portfolio of complex and strategically important customers, taking ownership of service delivery across their international supply chains. You’ll coordinate import and export movements, manage operational exceptions and escalations, analyse service performance, and work across our operations and commercial teams to deliver a seamless end-to-end customer experience. This is a hands-on customer-facing role suited to someone with strong freight forwarding knowledge who can combine operational expertise, commercial awareness and proactive relationship management.

WHAT ARE YOU GOING TO DO?

• Manage a portfolio of complex or strategically significant customers across air and ocean import and export movements, ensuring service commitments and customer expectations are consistently met.
• Act as a key escalation point for service failures, delays, complaints and operational exceptions, coordinating root-cause analysis and appropriate corrective and preventative actions.
• Build, review and continuously improve customer Standard Operating Procedures (SOPs) to ensure requirements, processes and service standards are clearly documented and understood.
• Monitor customer performance and prepare KPI packs, dashboards, service analysis and reporting for customer reviews, QBRs and internal stakeholders.
• Maintain oversight of customer rate structures, billing instructions, credit profiles and compliance requirements, identifying and escalating issues or risks as required.
• Support quoting and pricing activities by assessing shipment requirements, margins and commercial feasibility.
• Partner closely with Air & Ocean operations, warehousing, transport and cartage providers, overseas CEVA offices, pricing, sales and other internal teams to coordinate customer requirements and proactively manage exceptions.
• Identify recurring service issues, process inefficiencies and improvement opportunities, working with operational teams and leadership to implement practical solutions.
• Provide guidance, coaching and subject‑matter support to Customer Service Coordinators, helping strengthen customer service and operational capability.
• Maintain accurate customer records, reports, communications and SOP documentation in CEVA systems in accordance with audit and compliance requirements.
• Represent the customer service function in customer meetings, calls, escalations and cross‑functional forums as required.

WHAT ARE WE LOOKING FOR?

Our ideal candidate has strong customer service and/or operational experience within freight forwarding, including exposure to complex air and ocean freight accounts as well as:

• Strong knowledge of air and ocean freight processes, documentation, shipment milestones, Incoterms and international trade requirements.
• Demonstrated capability in customer escalations, problem solving, service recovery and identifying root causes.
• Strong analytical capability, including experience preparing customer performance reporting and working confidently with Excel.
• Proficiency with freight management systems such as CargoWise, CRM platforms and Microsoft Office.
• Excellent communication and stakeholder management skills, with the confidence to facilitate customer discussions and work effectively across operational and commercial teams.

In addition to providing proof of work rights and suitable professional referees, progressed candidates will be required to undergo a medical assessment and national police check.

WHAT DO WE HAVE TO OFFER?

In addition to a challenging and rewarding work environment and competitive compensation, we are proud to offer a range of employee benefits designed to support your wellbeing, and help you thrive at work and in life.

• Personal wellbeing: prioritise your health and wellbeing through the CEVAwell program, Employee Assistance Program, Volunteer Time Off, and Life & Total Permanent Disability Insurance.
• Work‑life balance: benefit from flexible, hybrid, and remote work options, along with additional paid parental leave for primary carers.
• Professional development: your growth is essential to us. Unlock your potential through secondment and internal mobility opportunities, study assistance, leadership and mentoring programs, MyLearning – our global online platform with more than 1,000 courses – early career pathways and more.
• Financial wellbeing: We care about your financial security. Enjoy exclusive offers and discounts from our partners, novated leasing, annual safety workwear reimbursement, employee referral incentives, service recognition and short‑term incentive plans.

Diversity is core to who we are. By reflecting the cultures and perspectives of our customers and communities, we perform at our best. CEVA Logistics is proud to be an equal opportunity employer and welcomes applications from all qualified candidates.