Customer Services Representative

About the Company At Fliway, we are proud to be one of New Zealand's leading logistics providers and a member of the NZ Post Group. We offer a comprehensive range of transport and logistics solutions, including international freight, warehousing, and doorstep delivery services for both businesses and homes. Our dynamic team of over 500 dedicated professionals is committed to driving innovation and excellence in the industry. With 13 branch locations and 9 strategically placed warehouses across the country, we provide an exciting environment for career growth and development. About the Role We are currently seeking a motivated and detail-oriented Customer Service Representative to join our team in a hybrid sales support and customer service capacity. In this role, you will be responsible for managing customer service functions for Fliway International, encompassing imports, exports, and UPS SCS. Your primary duties will include responding to calls from the 0800 Fliway queue, handling customer service emails, and developing proactive relationships with allocated customer accounts. You will ensure exceptional customer experiences and contribute to initiatives that enhance service delivery and foster strong client relationships. Flexibility to assist with various roles within the customer service team and the wider international team will also be key. Key Responsibilities - Manage client queries and booking updates while delivering excellent service - Prepare freight quotes, maintain rate cards, and support tenders for 3-12 months - Collaborate daily with our operations, sales, and commercial teams - Assist Key Account Managers with tracking, reporting, and client updates - Step in for Key Account Managers during their absence and build confidence in direct client handling - Learn about trade lane pricing, CRM, and commercial development Requirements - 2-4 years of experience in freight forwarding (air or sea, imports or exports) - Experience with quoting or sales support is a strong advantage - Strong customer service skills with clear communication and a solutions-oriented approach - Proficiency in Cargowise is required; knowledge of Excel and PowerPoint is a bonus - High attention to detail, a proactive mindset, and a team-first attitude Benefits We offer a full-time position, working 40 hours per week from 8:30 AM to 5:00 PM, Monday to Friday, in Auckland. Our supportive team culture prioritizes safety, reliability, and effective communication, providing ample opportunities for growth and advancement within our dynamic logistics environment. At Fliway, you will enjoy competitive pay, exclusive access to holiday homes, discounted healthcare benefits, and the pride of being part of a 100% New Zealand owned transport and logistics company. We are not just a company; we are a values-driven organization guided by our pillars of Safety, Service, Pride, and Profit. To apply for this position, you must be eligible to work in New Zealand. We look forward to hearing from you.