Key Responsibilities:
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Customer Service & Claims Operations
- Develop, maintain and communicate logistics claims rules and operating procedures.
- Support the consistent implementation of claims and customer service standards.
- Balance customer experience with claims cost and operational risk.
- Monitor claims and service issues to identify potential financial or operational risks.
Data Analysis & Customer Insights
- Analyse claims rates, claim values and recurring customer service issues.
- Prepare daily, weekly and monthly operational reports.
- Identify high-risk product categories, routes, locations and operational areas.
- Use customer and claims data to identify root causes across the logistics journey.
- Translate analysis into practical improvement recommendations.
Process & Service Improvement
- Design and implement initiatives to improve customer experience and reduce recurring claims.
- Coordinate stakeholders to deliver improvement actions and resolve operational issues.
- Monitor project progress and validate the effectiveness of implemented solutions.
- Track key metrics including claim frequency, claim cost and service performance.
Operational Efficiency
- Review end-to-end customer service and claims processes.
- Identify manual, repetitive or inefficient process steps.
- Support the implementation of online approval workflows and automated claims rules.
- Introduce process improvements or tools that reduce turnaround times and manual workload.
- Support ongoing improvements to customer operations capability.
Key Requirements:
- At least 1 year of experience within logistics or a related operational environment.
- Experience in customer service operations, logistics claims, fulfilment experience, complaints or service quality would be highly regarded.
- Good understanding of logistics operations and customer service issue resolution.
- Strong Excel skills, including formulas and PivotTables.
- Strong analytical capability with the ability to identify trends and root causes from operational data.
- Good problem-solving, process improvement and stakeholder coordination skills.
- Proactive, organised and results-focused with strong ownership and execution capability.
- Bachelor’s degree or above.
- Fluent Mandarin is required.
- Professional English suitable for business communication is required.
Email tammy.chiu@brilliantalent.com.au or contact (+61) 04 6739 700 to discuss this role further.