The Customer Service Coordinator is responsible for managing client interactions and ensuring the secure, efficient, and professional handling of high-value cargo, including luxury goods, jewelry, and other sensitive shipments. This role serves as the primary point of contact for clients, providing timely updates, coordinating with internal teams, and resolving issues to maintain exceptional service standards.

Key Responsibilities

Act as the first point of contact for clients, managing inquiries, bookings, and shipment updates.

Coordinate with operations, transport, and warehouse (in the future will incl security team) to ensure shipments meet service and compliance requirements.

Monitor and track shipments, proactively informing clients of progress, delays, or issues.

Prepare and review shipment documentation including online applications to ensure accuracy and compliance with customs, insurance, and security protocols (locally & internationally) together with data management of original documents for import and export

Liaise with overseas offices regarding inbound and outbound shipments with prompt response and advice on shipment handling in AU

Maintain strong relationship with current customers as well as manage implementation of new customer accounts

Investigate and resolve customer concerns promptly, escalating complex cases where required.

Maintain records of customer interactions, transactions, and feedback for reporting and continuous improvement.

Support the implementation of security and confidentiality measures when handling sensitive client information.

Contribute to service improvement initiatives by identifying recurring issues and suggesting solutions.

Ad-hoc assignment from time to time assigned by the Manager

Qualifications & Skills

Previous experience in customer service, preferably in logistics, freight forwarding, or secure cargo handling.

Strong communication and interpersonal skills with a client-focused approach.

High attention to detail and accuracy when handling documentation and sensitive information.

Ability to work under pressure and prioritise in fast-paced, high-security environments.

Knowledge of customs regulations, bonded warehouse operations, or secure transport processes (desirable).

Proficiency in MS Office and logistics systems (e.g., CRM, or ERP software).

Integrity, discretion, and professionalism in handling high-value and confidential shipments.

About us

Ferrari Group is the One-Stop Service Provider specialising in the worldwide shipping of jewelry and luxury goods, providing high-end solutions for the warehousing and logistics management of Valuable goods. Ferrari Group is continuously expanding with focus in the field of Supply and Chain and logistics with new projects throughout the world. The Group already has a powerful global network of over 97 branches in 68 countries, providing impeccable tailor-made services worldwide.

Clients include global luxury brands, high-end watchmakers, jewelry manufacturers and distributors, diamond dealers, precious stones producers and private clients. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make Ferrari a great place to work.

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

NSW Master License: 000 108 576