Import/Export Customer Service Operator (Melbourne, Brisbane and Perth)

Job Title

Import / Export Customer Service Operator

Company

Across the Ocean Shipping

Location

Melbourne | Brisbane | Perth

Employment Type

Full-time

About the role

The Import / Export Customer Service Operator will be responsible for managing import and export shipments from start to finish across airfreight and seafreight (LCL & FCL). This role requires strong operational knowledge, excellent customer service skills, and the ability to work closely with both local colleagues and our offshore Philippines team. You will be hands-on, detail-oriented, and proactive in ensuring shipments move smoothly while avoiding unnecessary costs such as wharf storage and container detention. You will be expected to have a very good phone manner and be able to communicate via phone and email clearly. You will be expected to follow up on all shipments and offer exceptional customer service.

Key responsibilities

• End-to-end processing of import and export bookings

• Booking transport with airlines, ocean carriers, and local service providers

• Managing airfreight, seafreight LCL and FCL shipments

• Coordinating shipment milestones from booking through to final delivery

• Preparing and reviewing shipping documentation including Bills of Lading / Air Waybills, Certificates of Origin, and Consular and specialist documentation

• Ensuring documentation accuracy and compliance with international trade requirements

• Using CargoWise to manage shipments, costs, and operational workflows

• Liaising closely with overseas agents and carriers

• Acting as a primary point of contact for customers regarding shipment status

• Proactively managing shipments to avoid wharf storage, demurrage, and container detention

About you

• Proven experience in an import/export or freight forwarding role

• Strong working knowledge of CargoWise

• Solid understanding of Incoterms, airfreight operations, and seafreight LCL and FCL

• Experience booking shipments with airlines and ocean carriers

• Knowledge of customs clearance processes and brokerage coordination

• Ability to manage shipments end-to-end with minimal supervision

• Strong attention to detail and organisational skills

• Excellent written and verbal communication skills

• Calm under pressure and able to manage multiple shipments simultaneously

• Team player who thrives in a small team environment

About us

Across the Ocean Shipping is a growing international freight forwarding company headquartered in Cremorne, Victoria, with branch offices in Brisbane, Perth, and Los Angeles. We provide end-to-end logistics solutions across air and sea freight. With a strong operational backbone and a collaborative offshore support team in Philippines, we pride ourselves on service excellence, accuracy, and proactive shipment management.

One of our core strengths is our ability to look outside the box, and continue to find ways to evolve, and move with technology advances within the industry. We are not a traditional freight forwarder in the respect that we like to break the mould, we invest heavily in technology so that we can give clients full visibility on their shipments, and we are strong on integration with clients.

We are seeking experienced Import / Export Customer Service Operators to join our Melbourne, Brisbane and Perth teams.