Customer Operations Executive (Part-Time)

About Smartways

At Smartways, we specialise in time-critical, complex logistics for the Australasian healthcare community — from emergency patient-on-table deliveries to temperature-controlled global shipments. We're the first healthcare logistics company in Australasia that is 100% carbon neutral. Every delivery we make has the potential to change — or save — a life.

The Role

As a Customer Operations Executive, you'll take end-to-end ownership of customer jobs — booking, coordinating, troubleshooting, and communicating — so patients can receive their life-changing procedures without delay. You'll be the voice of Smartways for customers, hospitals, drivers, and suppliers every single day.

This is a fast-paced, 24/7 operation, and shifts typically run between 6am-9pm. Potential extra earnings from including rotating roster, on-call, and occasional weekend availability.

What You'll Be Doing

Handling inbound calls and queries from customers, hospitals, suppliers, and driversBooking, updating, and cancelling orders across phone, email, and chatMonitoring urgent, time-critical shipments — next flight, patient on table, organs, temperature-controlledProactively communicating delays, damages, and risks to all stakeholdersLiaising with drivers, allocators, state coordinators, and freight partnersLeading freight recovery processes for missing or damaged goodsContributing to quality improvement projects and process developmentAccurately entering and maintaining data in Smartways systems

What We're Looking For

2+ years in a customer service, contact centre role or operations teamDiploma or higher qualificationExcellent verbal and written communication skillsStrong problem-solving ability and sharp attention to detailConfident working under pressure in a fast-moving environmentProficient in Microsoft Office and web-based/ERP systemsLogistics experience is a bonus, but not essential

You'll Thrive Here If You're

A calm, accountable, customer-first thinker who can weigh up information quickly and make sound decisions. Someone who takes ownership, communicates clearly, and finds creative solutions when things don't go to plan.

Why Smartways?

Make a genuine difference to patient outcomes every dayJoin a passionate, mission-driven teamBe part of Australasia's first 100% carbon neutral healthcare logistics companyGrow your skills in a complex, high-stakes industry