Senior Customer Service Representative

About Motus Transport

Motus Transport is a leading third-party logistics (3PL) provider specializing in the warehousing and distribution of independent craft beverages. We store products on behalf of breweries, wineries, distilleries, and beverage producers, then fulfill and distribute their orders directly to pubs, clubs, restaurants, bottle shops, and other licensed venues.

Operating across New South Wales and Queensland, Motus employs over 120 staff and coordinates approximately 5,000 deliveries every week. We pride ourselves on delivering exceptional customer service, industry expertise, and reliable logistics solutions to our customers.

About the Role

As a Customer Service Representative, you will be responsible for managing a high-volume shared inbox and providing outstanding support to our customers. Every email is different, requiring you to assess each request, determine the appropriate action, and coordinate with our warehouse, transport, and operations teams to deliver timely solutions.

This is a fast-paced role that requires excellent organizational skills, strong attention to detail, and the ability to prioritize competing tasks while maintaining a high standard of customer service.

Key Responsibilities

Respond promptly and professionally to customer email enquiries.

• Provide delivery updates and estimated times of arrival (ETAs).
  


• Arranging delivery of urgent orders into venues
  


• Maintain strong relationships with over 250 customers 
  


• Assist customers with adding stock or amending orders before dispatch.
  


• Create and maintain new product records within our warehouse management system.
  


• Assist customers inbound freight and purchase order information into the system.
  


• Generate and attach third-party freight labels to customer orders.
  


• Book courier services using Motus’ internal transport systems.
  


• Investigate delivery issues and arrange back orders or collection jobs where required.
  


• Coordinate pallet transfers and bulk order movements.
  


• Respond to customer enquiries and complaints relating to delivery times and service issues.
  


• Monitor orders with specific delivery instructions and liaise with drivers to ensure customer requirements are met.
  


• Communicate with warehouse staff, drivers, and transport partners to resolve customer enquiries efficiently.
  


• Maintain accurate records and ensure all customer requests are completed accurately and within required timeframes.
  


• Review driver errors throughout the day - create back orders for missing items or contact customers for delivery information 
  

Skills & Experience

• Previous customer service experience, preferably within transport, logistics, warehousing, or supply chain.
  


• Excellent written communication skills with a professional and friendly approach.
  


• Strong organizational and time management skills.
  


• Ability to multitask and manage a high-volume workload.
  


• High attention to detail and excellent problem-solving skills.
  


• Confidence using computer systems and learning new software.
  


• Ability to work independently while contributing to a team environment.
  


• A proactive, customer-focused attitude and a genuine desire to provide outstanding service.
  


• Understanding of Australian culture and customer type - Beer brewing people are ruff around the edges and do not speak or communicate in a corporate manner!