Problem Freight Officer

Problem Freight Officer

Are you a customer-focused, solutions-driven professional with strong attention to detail? Aramex is looking for a Problem Freight Officer to join our team and help deliver exceptional service to our customers and courier network. If you thrive in a fast-paced environment and enjoy resolving issues with efficiency and care, this is the role for you.

About the Company

Many well-known businesses across New Zealand trust Aramex to deliver. We handle the freight needs of many of the world’s largest e-commerce businesses as well as thousands of local companies.

Headquartered in Dubai with thriving operations in New Zealand, Aramex is a global leader in logistics and transportation solutions. There are currently 17 Regional Franchises and 300+ Courier Franchisees in NZ. Delivering across town and around the world, opportunities abound for motivated individuals to join the team.

Aramex is an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all employees and adopt the philosophy that great performance comes from great people.

Why Aramex Auckland?

The successful candidate will enjoy working alongside an aspirational team , who are well recognized across the network for their strong culture and exceptional leadership .

This roal boasts a Dynamic Work Environment where every day presents new challenges and opportunities to solve problems, optimize processes, and deliver top-notch service.

This is a highy impactful role where you would hold accountability for the PM Operations function meaning your input directly influences the speed and quality of service, making a real difference for our customers and the business.

We’re committed to supporting your professional journey every step of the way. By joining our team, you’ll not only apply your expertise but also expand your skillset and accellerate your career growth with ongoing learning and development opportunties within a supportive and dynamic environment.

About the Role

As a Problem Freight Officer, you will play a key part in ensuring smooth freight operations and outstanding customer experiences. You’ll be responsible for managing enquiries, resolving freight issues, and supporting our courier franchisees to keep deliveries moving on time.

This position is ideal for someone who is organised, proactive, and enjoys interacting with customers in person, over the phone, and online.

What you'll be doing…

• Provide timely, professional support for all incoming customer enquiries via phone, email, fax, and walk-ins.
• Manage and resolve all left freight items including problem freight, damaged freight, calling card freight, oversized items, and split consignments.
• Assist customers at the pickup / drop-off counter, ensuring all collections are processed correctly and signatures captured electronically.
• Issue customer pickup requests to the correct Courier Franchisees using dispatch systems such as Ivy-R or WEB FMS.
• Use the Online Enquiry System to manage API pickups, Track & Trace requests, freight forwards, problem freight, and POD investigations.
• Maintain accurate records of all customer enquiries in line with company policies.
• Build strong relationships with key clients by managing their enquiries promptly and professionally.
• Communicate clearly and courteously with Courier Franchisees, staff, and customers.
• Escalate issues to the Head of Customer Services & Problem Freight Team Leader where required.
• Support the call centre team by answering inbound calls when needed.
• Prepare and provide KPI reports as requested.
• Manage service failure recoveries and communicate outcomes with affected customers.
• Log courier complaints and ensure they are directed to the appropriate Fleet Manager or internal contact.
• Attend monthly team meetings and follow all company policies and procedures.
• Carry out additional duties as directed by leadership.

What Success Looks Like

To excel in this position, you will :

Aramex New Zealand believes in the benefits of a diverse & inclusive workplace & aims to reflect the varied cultures within which we exist. We are committed to providing a working environment that is free from discrimination & harassment, creating a safe and inclusive environment for all.

We encourage applications from people of all ages, nationalities, religions, racial and gender identities, sexual orientations, abilities and cultures, & our hiring decisions will be based on business needs, position requirements, & the qualifications and experience of individuals. If you require support or assistance during the application process, please notify us at the time of application and we will be sure to enable reasonable adjustments where suitable.

If you have what it takes, please apply via the online portal & we will be in touch soon. We move quickly & may fill the role prior to the application close date, so we suggest you get in touch today!

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