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

Key Responsibilities

1. Shipment Coordination & Customer Service

• Manage daily ocean import shipments, including FCL and LCL.
• Monitor shipment status from pre-arrival until final delivery.
• Provide timely shipment updates and respond to customer inquiries.
• Coordinate with overseas offices, shipping lines and customers on shipment documentation.
• Handle shipment issues, customer complaints and operational escalations promptly.

2. Import Documentation & Customs Clearance

• Review shipping documents, including BL, commercial invoice, packing list and relevant permits.
• Coordinate preparation and submission of customs declarations (K1, K8, K9, where applicable).
• Follow up on Customs approval, duty payment and cargo release.
• Ensure shipping documents are accurate and received on time to avoid clearance delays.
• Liaise with Customs and relevant parties to resolve documentation discrepancies.

3. Delivery & Vendor Coordination

• Arrange container collection, transportation and delivery with appointed hauliers.
• Monitor delivery schedules and ensure timely completion.
• Coordinate with warehouses, CFS operators and transport vendors when required.
• Monitor container free time to minimize storage, demurrage and detention charges.
• Follow up on proof of delivery (POD) and shipment closure.

4. Billing & Cost Control

• Ensure timely and accurate customer billing.
• Verify vendor invoices and operational charges.
• Monitor shipment profitability and avoid unnecessary additional costs.
• Follow up on outstanding WIP, accruals and billing requirements.
• Ensure billing and cost postings are completed within company KPI timelines.

5. System Updates & KPI Compliance

• Maintain accurate shipment records and milestones in CargoWise One (CW1).
• Ensure shipment events are updated promptly.
• Monitor pending shipments, delivery status and outstanding operational actions.
• Comply with company SOPs, internal controls and customer requirements.
• Support departmental KPI performance, including response time, billing timeliness and shipment milestone accuracy.

Job Requirements

• Diploma or Degree in Logistics, Supply Chain Management, Business Administration or related field.
• Preferably 1–3 years of experience in ocean freight forwarding, particularly import customer service or operations.
• Knowledge of ocean import procedures, shipping documentation and Malaysian customs clearance.
• Experience with CargoWise One (CW1) is an advantage.
• Good communication skills in English and Bahasa Malaysia.
• Customer-oriented, responsible and able to manage multiple shipments independently.
• Good coordination, problem-solving and time-management skills.
• Able to work under pressure and meet operational deadlines.

Preferred Candidate Profile

• Experience handling FCL/LCL ocean import shipments.
• Familiar with Port Klang operations, shipping lines and haulier arrangements.
• Understanding of customs declaration processes and import documentation.
• Proactive in customer follow-ups and operational problem-solving.
• Strong sense of ownership and accountability.
• Willing to learn and adapt to new processes and customer requirements.

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.