Credit & Investigations Officer - AU Logistics

Resolve disputes with accuracy and care. We’re looking for a detail-driven Credit & Investigations Officer who can investigate credit claims, resolve billing discrepancies, and protect financial outcomes while maintaining strong customer and supplier relationships.

Work Setup: Hybrid 2-3x a week onsite ; to be revisited upon regularisation

Role Overview

As our Credit & Investigations Officer, you’ll manage customer credit claims, investigate freight and supplier invoice discrepancies, resolve billing disputes, and support accurate billing across the transport and logistics network. You’ll work closely with customers, transport carriers, suppliers, operations, customer service, and finance to resolve matters promptly while protecting company interests.

This role is critical in ensuring timely dispute resolution, strong supplier accountability, and continuous improvement across credit and claims management processes.

Key Responsibilities

• I nvestigate Credit Claims: Review customer credit requests relating to freight charges, fuel levies, ancillary charges, storage fees, delivery failures, damaged or lost freight, incorrect invoicing, duplicate charges, and service failures.

• Review Supporting Documents: Assess Proof of Delivery, consignment notes, carrier invoices, freight manifests, customer agreements, and service level agreements to determine claim validity.

• Make Clear Recommendations: Recommend approval or rejection of credit requests in line with company policies, contractual agreements, supporting evidence, and delegated authority.

• Work with Suppliers and Carriers: Liaise with transport carriers and suppliers to investigate disputed freight charges, obtain evidence, challenge incorrect invoices, negotiate supplier credits, and escalate unresolved matters when needed.

• Keep Customers Informed: Provide timely updates, respond to enquiries, explain investigation outcomes clearly, and maintain high customer satisfaction while protecting company revenue.

• Manage Credit Administration: Process approved credits accurately, maintain complete records, attach documentation in relevant systems, monitor outstanding investigations, and prepare weekly reporting.

• Strengthen Supplier Accountability: Build strong relationships with carriers and suppliers, hold suppliers accountable for billing accuracy and service delivery, and support supplier performance reviews where required.

• Drive Continuous Improvement: Identify recurring billing issues and recommend improvements to freight billing, carrier invoicing, claims management, customer communication, and internal controls.

Skills & Experience

• Previous experience in credit, accounts receivable, or investigations.

• Experience within transport, freight, logistics, courier, or supply chain environments.

• Strong analytical, problem-solving, negotiation, and conflict resolution skills.

• Excellent verbal and written communication skills, with high attention to detail.

• Ability to manage multiple investigations simultaneously and follow matters through to resolution.

• Intermediate Microsoft Excel skills and experience using ERP or accounting software.

• Knowledge of Australian transport and logistics operations, freight rating, multi-carrier freight providers, POD processes, supplier contract management, or customer dispute resolution is advantageous.

• Professional, customer-focused, organised, resilient, ethical, proactive, and collaborative.

Key Performance Indicators

• Customer credit claims resolved within agreed SLA.

• Supplier investigations completed within target timeframes.

• Recovery of supplier credits.

• Reduction in recurring billing disputes.

• Investigation accuracy and clear documentation.

• Customer satisfaction and supplier response times.

• Reduction in aged outstanding investigations.

Key Relationships

• Internal: Finance, Customer Service, Operations, Transport, Sales, Account Managers, and Executive Management.

• External: Transport carriers, freight suppliers, customers, third-party logistics providers, invoice auditors, and delivery partners.

Success in the Role

Success means consistently delivering timely, accurate investigations; recovering supplier credits where appropriate; minimising financial risk; maintaining excellent customer and supplier relationships; and contributing to continuous improvement across billing accuracy and claims management.

What’s in It for You

• Flexibility that Fits: Hybrid options across Makati and Pampanga, on day shifts aligned with our Australian clients.

• Workspaces that Work: Modern offices built for focus, collaboration, and real productivity.

• Coffee and Good Company: Barista coffee on demand and a café bar to unwind after work.

• Meals on Us: Complimentary meals once a week on your on-site day.

• Covered from Day One: Health coverage with free dependent coverage, so you're looked after from the start.

• Compensation You Can See: Transparent salary packages with direct client involvement.

• Room to Grow: Ongoing training and real opportunities to step into bigger roles.

• An Award-Winning Home: Join a team ranked 8th Best Workplace in the Philippines and recognised among Fortune Best Workplaces in Southeast Asia.

• People Who Have Your Back: Work alongside reliable, easy-going people who care about doing great work.

• A Global Stage: Work directly with international clients and see how teams scale worldwide.

About Us
At hammerjack, we connect skilled professionals in the Philippines with growing businesses across Australia and beyond—building teams that work as true extensions of our clients. We're proud to be named among the Fortune 100 Best Workplaces in Southeast Asia and ranked the 8th Best Workplace in the Philippines.

Our Impact
Our people aren't outsourced—they're embedded. With aligned tools, shared goals, and real accountability, they deliver at the same standard and pace as onshore teams while building long-term careers they're proud of, across accounting, tech, admin, and marketing.