Customer Service Representative

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Job Purpose
To manage ocean import shipments and provide effective customer service by coordinating with customers, overseas offices, carriers, customs/declaration teams, transporters and internal stakeholders to ensure smooth and timely shipment clearance and delivery.

Key Responsibilities

• Manage ocean import shipments from pre-arrival through customs clearance and final delivery.
• Communicate proactively with customers on shipment status, vessel arrival, documentation requirements, clearance and delivery.
• Coordinate with overseas offices/agents to obtain complete and accurate shipping documents.
• Prepare and issue arrival notifications and other required shipment documentation.
• Coordinate import customs declaration and clearance with the Customs/Declaration team.
• Arrange container haulage, CFS delivery, warehouse delivery and other operational requirements.
• Monitor vessel arrival, container availability, free time and delivery timelines.
• Follow up closely on shipment exceptions, Customs queries, documentation discrepancies, delays or other operational issues.
• Ensure shipment milestones and events are updated accurately and within the required timeline in the operating system.
• Coordinate with carriers, co-loaders, hauliers, CFS/warehouses and other vendors when required.
• Ensure timely billing and provide complete cost information/supporting documents to the Billing team.
• Monitor operational costs and avoid unnecessary storage, demurrage, detention or other additional charges.
• Respond to customer enquiries and emails promptly and provide proactive updates until issues are resolved.
• Handle customer complaints and operational escalations professionally and escalate internally when necessary.
• Maintain accurate shipment records and documentation in accordance with company SOPs and compliance requirements.
• Work closely with Sales, Operations, Customs, Billing and Finance teams to ensure smooth end-to-end shipment execution.
• Perform other Ocean Import/customer service duties assigned by the Team Leader or Department Head.

Key Requirements

• Experience in freight forwarding, logistics or ocean import operations is preferred.
• Knowledge of ocean freight documentation, customs clearance and import delivery processes.
• Good communication and customer service skills.
• Strong follow-up, coordination and problem-solving abilities.
• Able to manage multiple shipments and priorities in a fast-paced environment.
• Good attention to detail and accuracy.
• Familiarity with freight forwarding systems such as CargoWise (CW1) would be an advantage.

What moves you?
 

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities. 

To find out more about us visit www.careers.tollgroup.com

You must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.