Customer Success Coordinator

About the Role

iMile Delivery is an international express logistics business looking for a motivated and customer-oriented Account Coordinator / Customer Success Coordinator to help manage and grow its customer base across Australia.

In this position, you will partner with Account Managers, Operations, Customer Service, and Pricing teams to create excellent customer experiences, nurture strong client relationships, and contribute to commercial growth. The role involves account administration, reporting, CRM upkeep, contract renewals, service performance tracking, and customer support tasks.

This opportunity suits someone who enjoys working with data, streamlining processes, and collaborating across teams to improve customer outcomes.

Key Responsibilities

• Coordinate and administer customer accounts, covering reporting, contract renewals, tenders, and onboarding tasks.
• Keep Salesforce CRM records accurate, including account structures, contacts, customer activities, and related information.
• Create and share customer performance reports covering DIFOT, service KPIs, operational measures, and account-level insights.
• Track service performance for customers and spot areas where service can be improved.
• Handle service escalations and work with internal teams to resolve issues promptly.
• Support rate reviews, pricing changes, and requests for customer data.
• Deliver reporting, analysis, and commercial insights to assist account management and sales planning.
• Help with customer onboarding and implementation so the handover experience is smooth and well-managed.
• Work closely with Operations, Customer Service, Pricing, and Sales to ensure service delivery stays seamless.
• Improve efficiency through process enhancement, report automation, and stronger cross-team coordination.
• Maintain CRM quality by ensuring customer details, interactions, opportunities, and account records remain up to date.
• Assist with customer business reviews and prepare account performance presentation materials.

About You

You are organised, proactive, customer-focused, and comfortable supporting both clients and internal teams. You pay close attention to detail, enjoy using data and systems, and can communicate confidently with stakeholders across different levels.

Requirements

• Background in account coordination, customer success, sales support, customer service, administration, or another customer-facing role.
• Strong Excel and reporting capability, with the ability to review and interpret data.
• Experience with CRM systems; Salesforce exposure is highly valued.
• Clear communication and strong stakeholder management skills.
• Well-developed organisational ability and the capacity to balance several priorities at once.
• Initiative in solving problems and improving processes.
• Careful attention to detail and a strong focus on accuracy.
• Ability to work effectively with people across multiple departments.
• Experience in logistics, supply chain, transportation, e-commerce, or a similar industry is preferred.
• A collaborative, positive attitude with a strong sense of responsibility and ownership.

Additional Information

This is a full-time onsite role based in Melbourne, Victoria, Australia.