Customer Service 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

Key Responsibilities:

• Handling Shipments:
  
  

Coordinating all aspects of ocean freight shipments, including bookings, pre-alert notifications, custom clearance, delivery planning and billing.

• Client Communication:
  
  

Maintaining regular communication with clients, providing updates on shipment status, and addressing their inquiries.

• Issue Resolution:
  
  

Proactively identifying and resolving issues related to shipments, including operational problems, documentation issues, and pricing queries.

• Relationship Building:
  
  

Developing and maintaining strong relationships with clients, ensuring their satisfaction, and addressing their needs.

• Tracking and Reporting:
  
  

Tracking shipments and preparing reports, including customer tracing reports and KPI reports.

• Compliance:
  
  

Ensuring compliance with company policies and regulations, as well as government regulations related to shipping and customs clearance.

• Data Entry:
  
  

Maintaining accurate and timely data entry into the company's operational performance standards.

• Overseas Communication:
  
  

Facilitating communication with overseas clients and vendors, responding to emails and requests promptly.

• Escalation:
  
  

Escalating problems to management when necessary.

Skills and Qualifications:

• Excellent Communication Skills: Strong written and verbal communication skills for interacting with clients and colleagues.
• Problem-Solving Skills: Ability to identify and resolve issues related to shipments efficiently.
• Customer Service Skills: Strong interpersonal skills for building and maintaining relationships with clients.
• Knowledge of Shipping Terminology: Familiarity with industry-specific terms and procedures.
• Attention to Detail: Ability to maintain accurate records and track shipments meticulously.
• Computer Skills: Proficiency in using relevant software for shipment tracking and communication.
• Organizational Skills: Ability to manage multiple tasks and prioritize responsibilities effectively.
  
  

Additional Responsibilities:

• Providing forwarding/logistics solutions to customers.
• Guiding customers on shipping, customs clearance, and logistics matters.
• Updating customers daily on their shipments.
  
  

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.