Customer Service Team Leader

• Lead and develop a customer-focused team supporting Australia’s essential rail freight network
• Make a real impact by driving service excellence, operational coordination and continuous improvement
• Safely Every Day — That’s Our Promise

Join Pacific National – Australia’s largest private rail freight operator

Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.

An opportunity has presented itself for a Customer Service Team Leader to join our Intermodal team, based at Sydney Freight Terminal in Chullora. In this role, you’ll lead and develop a state-based team of Customer Service Officers to deliver exceptional customer service and operational support.

What You’ll Do

As Customer Service Team Leader, you’ll lead and develop a high-performing team, ensuring customer bookings, operational communications and freight services are delivered safely, accurately and efficiently. You’ll work closely with customers and stakeholders across Operations, Planning and Commercial teams to resolve issues, manage service disruptions and drive continuous improvement.

Reporting to the Customer Service Principal, you will:

• Lead, coach and develop a team of Customer Service Officers, setting clear performance expectations and building a culture of accountability, collaboration and customer service excellence.
• Promote Pacific National’s safety culture, ensuring compliance with safety policies, procedures and operational requirements.
• Oversee freight bookings, amendments, cancellations, standby bookings and service quotations to meet customer requirements and maximise service utilisation.
• Coordinate equipment hire and pick-up and delivery (PUD) services, managing equipment availability, transport provider relationships and customer requirements.
• Manage customer escalations, complaints and service disruptions, ensuring timely resolution and clear communication with customers and internal stakeholders.
• Build strong working relationships with local and national Operations, Intermodal Service Delivery, Customer Service and Commercial teams to support effective freight coordination.
• Oversee customer communications to ensure operational updates are accurate, consistent and communicated in a timely manner.
• Support customer onboarding and provide guidance and training on the Pacific National Portal and transport management systems.
• Monitor team performance, reporting and adherence to processes, identifying opportunities to improve service delivery, operational efficiency and customer outcomes.

What You’ll Bring

You’ll be an experienced customer service or operations professional with strong leadership capability and a passion for developing people and delivering outstanding customer outcomes. You’ll thrive in a fast-paced environment, confidently manage competing priorities and build effective relationships across a diverse range of stakeholders.

You’ll also bring:

• Three to five years’ experience in customer service or operational coordination, ideally within the transport or logistics industry.
• Demonstrated leadership capability, with experience coaching, developing and motivating team members to achieve performance objectives.
• Excellent communication and influencing skills, with the ability to manage customer escalations and communicate effectively during service disruptions.
• Strong problem-solving, planning and analytical skills, with the ability to use data to inform decisions and drive continuous improvement.
• A customer-focused and commercially minded approach, with an understanding of service agreements, contracts and service level agreements (SLAs).
• Experience using customer relationship management (CRM) systems, transport management systems (TMS) and freight management systems.
• Experience in rail, intermodal or heavy freight operations will be highly regarded.
• Flexibility to work in a 24/7 operational environment, including a rotating roster, weekends and extended hours as required.

Why Join Us?

At Pacific National, we value the contribution of each team member. Our values underpin our commitment to creating an inclusive culture where everyone is accepted.

Some of the benefits we offer are:

• Paid parental leave.
• Novated leasing.
• Fitness Passport.
• Purchase leave program.
• Access to our Employee Assistance Program through Sonder.

We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day.

Ready to Deliver What Matters?

If you’re a passionate leader who enjoys developing people, building strong customer relationships and improving operational performance, we’d love to hear from you.

Click ‘Apply Now’ and start your journey with Pacific National.

Learn more at

Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail.