Customer Service Officer
Handle inbound customer queries on shipments, bookings and billing — the first voice customers hear.
Booking & Coordination
Process freight bookings across carriers and modes.
Import & Export
Process customs documentation and compliance paperwork.
Transport & Warehouse Admin
Maintain schedules, records and warehouse documentation.
Tracking & Visibility
Monitor shipments and respond to status queries.
Billing & Customer Service (Customer service)
Reconcile invoices and handle customer queries.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and calmer customers — because most queries get answered on the first call using real shipment data.
What this role owns day to day
Core responsibilities
- Handle inbound customer queries on shipments, bookings and billing
- Provide accurate status updates using TMS/tracking systems
- Resolve simple queries directly; escalate complex cases cleanly
- Log every interaction accurately in the CRM
Works inside
Reported on weekly
| First response | Speed of initial reply |
| Resolution time | Time to resolve queries |
| CSAT | Customer satisfaction score |
| Escalation quality | Completeness of escalation notes |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around carrier cut-offs and international time zones.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour shipment coverage.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a query spans a shipment, a booking and a billing question all at once — it still gets a complete answer instead of being bounced between teams.
What stays with your authorised staff
Compensation and policy exceptions remain with authorised staff. This role resolves within policy — it doesn't set policy.
The market backdrop for customer service hires
Australian wage growth over the year to the March quarter 2026 (3.2% in the private sector), raising the cost of hiring locally.
job vacancies were recorded across Australia in May 2026 — 293,800 of them in the private sector.
of Australian businesses reported rising operating expenses in June 2026 — 65% citing overheads, 40% citing staffing costs.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, wherever shipments or cases need tracking
Strip away the freight-specific platforms and this role is a recognisable shape: book, document, track and reconcile against a deadline.
Doing this in-house with stretched staff, or paying a third party
- Customer queries compete with other operational work
- Response times slip during peak shipment periods
- Handover between teams loses context
A dedicated customer service officer, outsourced to us
- One resource whose only job is your inbound queue
- Reports to your own operations manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Telecommunications
Carrier billing reconciliation is a near-identical exception-hunting exercise.
Billing platformsAccounting & Bookkeeping
Invoice reconciliation follows the exact same discipline as bookkeeping.
Xero/MYOBFinancial Services & Insurance
Premium reconciliation mirrors freight billing reconciliation closely.
Finance systemsRetail & E-commerce
Customer service on orders and billing follows an identical first-response discipline.
Helpdesk · CRMNo guessing what this role worked on. Full sample report on the Logistics page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Customer Service Officer
Ready to add this role to your team?
Tell us your enquiry volumes and current CRM — we'll shortlist candidates against your actual task list.