Customer Service - Transport Coordinator

Customer Service & Transport Coordinator

Location: Remote, Philippines
Client location: Australia
Engagement: Independent contractor through OutsourcedIn
Experience: At least 5 years in transport, freight, courier or logistics operations, including at least 5 years in the Australian transport industry

A pickup has been missed, a customer wants a revised delivery time, and the scan history shows a gap between collection and the depot. You know where to look, who to call and what to tell the customer while you sort it out.

OutsourcedIn is recruiting an experienced Customer Service & Transport Coordinator to support an Australian freight business. You will be the main point of contact for customers and work with dispatch teams, drivers and carriers to move freight from booking through to delivery.

About Our Client

Our client is an Australian freight business moving domestic freight for its customers. Its service depends on accurate bookings, well coordinated pickups and deliveries, and clear communication with customers when something changes along the way. It works with its own dispatch teams and drivers as well as subcontracted carriers.

The Role

This role combines customer service and transport coordination. You will handle customer enquiries from booking to proof of delivery, and you will make sure each consignment is entered correctly, scheduled with the right driver or carrier and tracked until it arrives.

You will work closely with dispatch teams, drivers, subcontracted carriers, the accounts team and the operations team. You will resolve day to day delivery issues yourself, coordinate next steps with carriers, and escalate recurring service problems to operations.

What You Will Do

Customer enquiries and communication

• Respond to customer enquiries by phone and email, including booking requests, freight quotes, tracking and estimated delivery times.
• Confirm booking details with customers and let them know early about delays, missed pickups or revised delivery times.
• Keep accurate records of customer communications, complaints and outstanding actions so nothing is left without a follow up.

Bookings and scheduling

• Enter bookings into the transport management system, checking pickup and delivery addresses, contact details, freight dimensions, weights and special handling instructions before the booking is confirmed.
• Schedule pickups and deliveries with dispatch teams, drivers and subcontracted carriers, working within booking cut off times and customer delivery windows.
• Prepare and check consignment notes and freight labels, and confirm drivers and carriers have the instructions they need for each job.

Tracking and exceptions

• Monitor consignments from collection to delivery using the transport management system and carrier portals.
• Investigate missing scans, missed pickups and failed deliveries, and arrange rebooking or redelivery as needed.
• Obtain proof of delivery, update shipment records and flag unresolved exceptions for follow up.

Complaints, claims and charges

• Handle customer complaints and investigate lost, damaged or misdirected freight.
• Coordinate next steps with the carrier and keep the customer informed through to resolution.
• Provide proof of delivery and work with the accounts team to resolve freight charge and invoice queries.

Service performance

• Track on time pickups and deliveries.
• Escalate recurring service issues to the operations team with a clear record of what has happened.

The Successful Applicant

You have worked in Australian domestic freight long enough to know how bookings, carrier networks and delivery exceptions work in practice. You have handled both the customer side and the coordination side of the job, and you stay organised when several shipments are at risk at the same time.

Essential skills and experience

• At least 5 years of experience in transport, freight, courier or logistics operations.
• At least 5 years in the Australian transport industry, with hands on knowledge of domestic freight operations.
• Experience with a Tier 1 carrier or an equivalent major national freight or parcel operator.
• Hands on experience in both customer service and transport coordination, including bookings, shipment tracking and resolving delivery issues.
• Confidence using transport management systems and carrier portals.
• Clear written and spoken English for phone calls, emails and accurate shipment records.
• The ability to manage competing priorities when shipments are at risk.

What Good Performance Looks Like

• Bookings are entered accurately, with addresses, dimensions, weights and handling instructions checked before scheduling.
• Customers hear about delays, missed pickups and revised delivery times before they need to chase.
• Delivery issues and complaints are followed through to a clear resolution, with the customer kept informed.
• Shipment records, proof of delivery and outstanding actions are always up to date.
• Recurring service issues reach the operations team with the facts needed to act on them.

Working Arrangements

This is a remote engagement from the Philippines, supporting an Australian freight business. Working hours will align with the client's Australian operations and will be confirmed during the recruitment process.

Why This Opportunity Is Worth Considering

This role puts your Australian freight experience to full use. You will be the person customers rely on for answers and the person drivers and carriers rely on for clear instructions, with ownership of each shipment from booking to proof of delivery.

How to Apply

Apply through the OutsourcedIn careers page at https://careers.outsourcedin.com.au/ with your CV. In your application, please include:

• Your total years of experience in transport.
• Your years in Australian freight operations.
• The Tier 1 carrier or major freight operator you worked with.
• A short description of the freight you handled.
• One example of a delivery issue you coordinated through to resolution, explaining the situation, your actions and the result.

Anonymised examples are welcome. Please do not share confidential information from previous employers.