Location: Victoria
Employment Type: Full-time
FAK Supervisor - Victoria
Our client is seeking an experienced FAK Supervisor to lead a high-performing Freight All Kinds (FAK) customer service team in Victoria. This is an excellent opportunity for a logistics professional with strong leadership skills who thrives in a fast-paced freight environment.
Reporting to the National FAK Manager, you'll oversee the day-to-day operations of the FAK customer service function, ensuring exceptional service delivery, operational efficiency, and strong team performance.
Key Responsibilities Team Leadership
- Lead, coach and mentor a team of FAK Customer Service Representatives.
- Conduct regular team meetings and communicate operational priorities.
- Monitor team performance, provide coaching and support professional development.
- Manage rostering, leave approvals and workforce planning.
- Assist with onboarding and training of new team members.
- Foster a positive, collaborative and high-performing team culture.
Customer Service
- Act as the primary escalation point for complex customer enquiries and service issues.
- Ensure timely, professional communication across phone, email and online channels.
- Build and maintain strong relationships with customers, freight forwarders and service partners.
- Monitor service standards and implement improvements where required.
Operations & Freight Coordination
- Oversee freight bookings, documentation and shipment processing.
- Monitor freight movements and provide proactive customer updates.
- Liaise with transport providers, warehouses and operational teams to ensure efficient freight movement.
- Coordinate container collections and export schedules to meet operational deadlines.
- Ensure export cargo is received within required timeframes.
- Monitor cargo storage and applicable charges.
- Plan unpack and pack schedules to support warehouse labour requirements.
- Review driver documentation to ensure smooth operational flow.
- Investigate and resolve operational issues, incidents and service failures promptly.
- Promote accurate documentation and minimise delivery errors.
Reporting & Continuous Improvement
- Prepare operational reports and identify performance trends.
- Ensure compliance with company policies, industry standards and legislative requirements.
- Maintain accurate freight and customer records.
- Identify opportunities to improve operational processes and customer outcomes.
- Support business projects and additional operational initiatives as required.
About You
To be successful in this role, you'll bring:
- Previous leadership or supervisory experience within freight, logistics or supply chain.
- A strong understanding of Freight All Kinds (FAK) operations and freight documentation.
- Excellent customer service and stakeholder management skills.
- Proven ability to manage competing priorities in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- High attention to detail and excellent organizational abilities.
- A proactive, hands-on leadership style with the ability to motivate and develop others.
- Strong written and verbal communication skills.
- Intermediate to advanced Microsoft Office skills, particularly Outlook, Excel and Word.
- Experience using freight or warehouse management systems such as Inbound Connect or similar.
What We're Looking For
- 2-3+ years' experience within freight, logistics or FAK operations.
- At least 12 months' experience in a supervisory, team leader or senior customer service position.
- Experience managing customer escalations and delivering outstanding service.
- Knowledge of freight documentation including delivery documentation, transfer certificates and export paperwork.
Why Apply?
This is a fantastic opportunity to join a well-established and growing logistics business where you'll play a key leadership role within the Victorian operation. You'll have the opportunity to lead an experienced team, contribute to operational improvements and further develop your leadership career within a supportive environment.
If you're an experienced freight professional ready to take the next step in your career, we'd love to hear from you.
FAK Supervisor employer: E L Workforce
Join a dynamic team at EL Workforce, where we prioritise employee growth and a supportive work culture. As a Traffic Team Leader in Melbourne, you'll enjoy competitive remuneration, a take-home ute, and the chance to lead impactful projects across the city while working with a reputable client that values safety and efficiency.
