Ocean Freight Customer Support Executive

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

Role Overview

We are seeking a highly experienced Customer Service Executive to join our team. This role is critical in delivering exceptional customer experiences while managing complex operational processes. You will act as a key point of contact for customers, ensuring smooth transaction processing and maintaining strong professional relationships.

This position is suited for individuals with substantial experience who can work independently, handle non-routine assignments, and contribute to team development.

Key Responsibilities

• Develop and maintain effective, professional relationships with customers.
• Support account management activities and ensure accurate transaction processing.
• Provide product and technical support related to customer transactions, feedback, and requests.
• Liaise with internal teams and external stakeholders to ensure contractual obligations and service standards are achieved.
• Respond to customer inquiries in a timely manner and resolve issues in accordance with defined processes and service agreements.
• Handle complex and non-routine assignments, determining appropriate methods and procedures.
• Contribute to continuous improvement of operational processes.
• Provide informal guidance, coaching, or training to team members as needed.
  
  

Requirements

• Minimum 3+ years of relevant experience in customer service, operations, or support functions.
• Strong understanding of operational processes and customer service best practices.
• Ability to manage complex issues and work independently with minimal supervision.
• Excellent communication and stakeholder management skills.
• Strong problem-solving abilities and attention to detail.
• Experience in handling technical or product-related customer queries is an advantage.
• Technical or vocational training relevant to the role is preferred.
  
  

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.