Customer Experience Coordinator

About the role

The Customer Experience Coordinator is responsible for delivering a high‑standard, timely and accurate coordination of all customer service processes related to PFL liner shipping, NVOCC and freight forwarding services. The role supports internal and external customers, suppliers and service providers across the South Pacific region, ensuring a positive experience for sea and air freight shipments.

Key responsibilities

• Ensure a high level of service delivery and positive customer experience for sea and air freight.
• Provide accurate and up‑to‑date schedule information to customers and service providers.
• Manage end‑to‑end booking process for both sea and air freight.
• Oversee cargo call‑down procedures and circulate updated booking information daily.
• Arrange transport and assist customers with customs paperwork and entries.
• Process import/export documentation, bills of lading, waybills, air waybills, arrival notices, delivery orders; calculate freight and charges, issue invoices and receive payments.
• Ensure accurate receipting of payments and verification/coding of supplier invoices within defined timelines.
• Provide cross‑functional support for all trades and operational functions, focusing on business development.
• Perform other tasks as required.

Required profile

• Desire to deliver market‑leading service delivery.
• Motivated to build a career in the freight industry.
• Minimum 3 years’ experience in a similar role.
• Demonstrable experience in customer service for sea‑freight and air‑freight services.
• Pre‑existing knowledge of PFL trades (desired).
• Excellent communication and interpersonal skills.
• Results‑driven, customer‑oriented and able to work autonomously in a fast‑paced environment.
• Strong attention to detail, adaptable team player, continuous learner with strong work ethic and integrity.

Required skills

• Experience with Cargo Wise (advantageous).

What we offer

• Competitive benefits package (salary plus bonus).
• Opportunities for development and internal mobility.
• Wonderful Giving – donate company money to a cause of your choice.
• Project Wonderful – staff spend a day in the community helping with various projects.
• Company focus on wellness and health.