Customer Service Team Leader (Noon Shift 2PM-11PM)

Toll Group; George Town; On-site; MYR 72,000 - 108,000; Full time

Job summary

Toll Group in Bayan Lepas, Penang, Malaysia, is seeking a detail-oriented Customer Service Team Leader for the Noon shift (2PM-11PM). The role focuses on managing client relationships, ensuring compliance in import processes, and leading a team to meet operational targets.

Ideal candidates will have 3–5 years in freight forwarding, strong stakeholder skills, and excellent English. Willingness to work public holidays and overtime is required.

Qualifications

• 3–5 years’ experience in freight forwarding, import and customs operations.
• Strong stakeholder management and relationship-building abilities.
• Customer-centric mindset with understanding of account management and transactional processes.
• Leadership experience in guiding and motivating teams to meet targets.
• Excellent English communication with customers and global partners.

Responsibilities

• Manage escalations and maintain client trust with clear communication and expectation setting.
• Ensure accurate documentation, regulatory compliance, and adherence to import processes and SOPs.
• Proactively identify risks and resolve issues to keep operations smooth.
• Monitor performance, analyse gaps, and plan manpower to meet targets.
• Lead and support the team, staying calm under pressure and adjusting priorities as needed.

Skills

Client relationship

Stakeholder mgmt

Leadership

Communication

Flexibility

Job description

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

We are seeking a detail-oriented and proactive Customer Service **Team Leader (Noon Shift 2PM-11PM)**to join our team based in Bayan Lepas, Penang _ . _

Key Responsibilities :

• Good Client Relationship Manager : Manages escalations, communicates clearly, sets expectations, and resolves issues professionally to maintain customer trust.

• Strong Operational Knowledge, Compliance & Accuracy Focus: Ensures accurate documentation, regulatory compliance, and adherence to import processes and SOPs.

• Proactive Problem Solver: Anticipates risks and resolves issues quickly to maintain smooth operations.

• Reporting & Analytical Skills: Monitors performance, analyzes gaps, and plans manpower to meet targets.

• Adaptability & Stress Management: Stays calm under pressure, adjusts priorities, and manages the team fairly and responsibly.

Requirements :

• Proven Expertise: 3–5 years’ experience in freight forwarding, specializing in import and customs operations.

• Relationship Builder: Strong stakeholder management skills with the ability to build rapport and influence at all levels.

• Customer-Centric Mindset: Solid understanding of account management and transaction processes, with the ability to provide technical support.

• Leadership Acumen: Experience leading and motivating teams to achieve operational targets (added advantage).

• Exceptional Communication: Fluent in English to engage effectively with customers and global partners.

• Flexibility: Willing to support during public holidays and overtime when required.

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.

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

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