Job Purpose
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.
#LI-KP1
Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally.
With a dedicated, diverse and professional team of more than 119,000 employees from 164 nationalities, spanning 83 countries on six continents and 560+ business units, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future.
We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades.
What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door.
WE MAKE TRADE FLOW
TO CHANGE WHAT'S POSSIBLE FOR EVERYONE
