CUSTOMER SERVICE – Matraville Freight Terminal

Labour Connect are currently sourcing a skilled Customer Service Agent to ensure the smooth running of the Cargo services department for this aviation market leader.

THE COMPANY

Driven by a commitment of People and Passion this business strives to deliver the most secure, safe, and sustainable land and airside facilities, personalised to their customers' requirements.

As the leading aviation services provider, they have progressed to become a critical partner in the global aviation industry, delivering timeline driven logistics services in over 200+ locations in over 34 countries, across six continents.

THE ROLE

We are seeking a proactive and customer-focused Customer Service Agent to join the team at the Matraville Freight Terminal. This role is responsible for supporting the smooth and efficient coordination of cargo operations while delivering high-quality service to customers and stakeholders.

KEY RESPONSIBILITIES

• Coordinate the efficient movement of cargo by liaising with customers, airline partners, and internal operations teams to ensure all shipments are handled in a timely manner.
• Manage day-to-day customer service functions, including:
  • Processing cargo bookings
  • Preparing and issuing quotes
  • Monitoring shipments through track-and-trace systems
  • Responding promptly to customer enquiries
• Act as the primary point of contact for customers, providing accurate updates and maintaining strong professional relationships.
• Investigate and resolve issues relating to lost, delayed, or damaged shipments by working closely with relevant stakeholders to achieve timely outcomes.
• Maintain accurate Unit Load Device (ULD) records, ensuring all inbound and outbound cargo and mail movements are correctly tracked.
• Prepare and distribute required operational messages and telex updates to airlines and handling agents to ensure clear communication across all parties.

THE ESSENTIALS

• Available to work a 7-day rotational roster AM/PM & Weekends.
• Intermediate proficiency in computer applications, including MS Office (Excel, Word, Outlook).
• Strong verbal and, written communication skills coupled with attention to detail
• Sound organisational abilities with the ability to prioritise tasks
• A proactive, positive, and solutions-oriented approach to work.
• Ability to thrive in a fast-paced environment.
• Applicants will be required to undergo a Police check, Airport security check and pre-employment medical as part of the standard conditions of employment.

THE APPLICATION