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As our next International Freight Management Officer (IFM Officer), you will play a key role in supporting the effective and efficient movement of our customers’ international freight. Working with goods moving in and out of the country, you will be responsible for monitoring daily freight movements, ensuring operational requirements are met, and maintaining accurate shipment documentation across import and export activities. In this role, you will act as a first point of contact for customers, consulting on overseas trade enquiries, resolving operational issues, and providing proactive updates throughout the freight lifecycle.
Job Responsibility:
Effectively manage escalations and customer resolutions as the first line of support
Monitor and process daily international freight movements
Ensure accurate documentation and operational compliance across shipments
Assist with Work in Progress (WIPS) and Accrual processes
Provide tariff maintenance to ensure updated rates are captured within Freightify
Act as a local point of contact for Northline clients, addressing enquiries and resolving issues promptly
Communicate with clients to coordinate smooth operations and timely service delivery
Maintain a constructive and solutions-focused approach when handling customer concerns or complaints
Manage demurrage and detention invoicing to minimise delays and additional costs
Act as a subject matter expert and key contact in the use of IFM platforms, including CargoWise and Freightify
Provide support for trade lane development, quotes, and campaigns
Support Sales functions through booking coordination, contract management, and administrative activities
Requirements:
Strong customer service experience, ideally within a fast-paced or operational environment
Confidence managing customer enquiries and problem resolution
Strong attention to detail and organisational skills
Confidence using computer systems and learning new platforms, including CargoWise and Freightify
Ability to manage competing priorities and meet deadlines
Excellent verbal and written communication skills
Confidence in making and receiving phone calls as part of daily operations
Problem-solving mindset and solutions-focused approach
Positive attitude and ability to work collaboratively within a team
Previous experience in customer support or call centre operations will be highly regarded
Nice to have:
Previous experience in customer support or call centre operations