CW Application Specialist

Toll Group; Klang City; On-site; MYR 70,000 - 110,000; Full time

Job summary

Toll Group is seeking an experienced CW1 Application Specialist to lead in-country CW1 deployments, upgrades, and ongoing support across the region. You will work with local and offshore teams to ensure high-quality service within SLAs and drive continuous improvements across CW1 modules including Air & Sea, Customs, and Warehouse Management.

The role requires deep CW1 and freight forwarding experience, strong SQL skills, and a proactive mindset to enhance application support and operational

Qualifications

• 5+ years’ experience with CW1 or similar freight forwarding enterprise application suites.
• 5+ years’ experience working within freight forwarding and logistics organizations.
• Wisetech Global Certifications (CCO, CCS, CCP) are a Prerequisite.
• Demonstrated knowledge of SQL Query Writing.
• Working knowledge of PAVE workflow configuration & setup is favourable.
• At least 5 years’ experience providing IT application support in a multinational enterprise environment.
• Strong knowledge of freight forwarding operational processes and CW1 business workflows.
• Demonstrated experience supporting global IT environments comprising both onshore and offshore support teams.
• Experience in CW1 implementations, deployments, upgrades, and production support.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience preparing functional specifications for application enhancements and changes.
• Excellent customer service orientation with the ability to manage and meet SLA commitments.
• Excellent written and verbal communication and presentation skills in English.
• Strong stakeholder management, collaboration, and knowledge-sharing abilities.
• A proactive mindset with a passion for continuous improvement, operational excellence, and delivering high-quality application support.

Responsibilities

• Lead in-country engagement for CW1 deployments and support additional deployments across new countries.
• Take an active role in the initial implementation, rollout, and ongoing upgrades of CW1 deployments within the region.
• Supplement existing CW1 knowledge by proactively understanding upcoming features, product enhancements, and business benefits.
• Maintain a highly effective support framework for the CW1 portfolio of applications.
• Provide responsive application support while ensuring delivery in accordance with agreed SLAs.
• Investigate and analyse deviations from agreed support service levels with offshore support providers.
• Perform proactive troubleshooting, root cause analysis, and implement preventative measures to minimize recurring incidents.
• Identify continuous improvement opportunities for application support and business processes to increase operational efficiency.
• Develop functional specifications for application enhancements, configuration changes, and business requirements.
• Safeguard the quality of transition from application build and deployment into production support.
• Work closely with Local Applications & Deployment teams, broader IT teams, business stakeholders, and offshore support providers to ensure agreed commitments are delivered.
• Share knowledge and proactively upskill offshore support providers with specialist CW1 module expertise.
• Review, enhance, and maintain support processes, documentation, and knowledge articles.
• Leverage and enhance technical support tools to improve service quality and operational efficiency.
• Continuously develop expertise in the CW1 application portfolio, including country-specific configurations and core modules such as Air & Sea, Customs, Customer Service, Sales, Finance, and Warehouse Management.

Skills

CW1 experience

Freight forwarding knowledge

SQL queries

Stakeholder management

Customer service

English communication

Problem solving

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

As the CW1 Application Specialist, you will:

• Lead in-country engagement for CW1 deployments and support additional deployments across new countries.
• Take an active role in the initial implementation, rollout, and ongoing upgrades of CW1 deployments within the region.
• Supplement existing CW1 knowledge by proactively understanding upcoming features, product enhancements, and business benefits.
• Maintain a highly effective support framework for the CW1 portfolio of applications.
• Provide responsive application support while ensuring delivery in accordance with agreed Service Level Agreements (SLAs).
• Investigate and analyse deviations from agreed support service levels with offshore support providers.
• Perform proactive troubleshooting, root cause analysis, and implement preventative measures to minimize recurring incidents.
• Identify continuous improvement opportunities for application support and business processes to increase operational efficiency.
• Develop functional specifications for application enhancements, configuration changes, and business requirements.
• Safeguard the quality of transition from application build and deployment into production support.
• Work closely with Local Applications & Deployment teams, broader IT teams, business stakeholders, and offshore support providers to ensure agreed commitments are delivered.
• Share knowledge and proactively upskill offshore support providers with specialist CW1 module expertise.
• Review, enhance, and maintain support processes, documentation, and knowledge articles.
• Leverage and enhance technical support tools to improve service quality and operational efficiency.
• Continuously develop expertise in the CW1 application portfolio, including country-specific configurations and core modules such as Air & Sea, Customs, Customer Service, Sales, Finance, and Warehouse Management.

About you to be successful in this role, you will need:

• At least 5 years’ experience working with CW1 (or similar freight forwarding enterprise application suites).
• At least 5 years’ experience working within freight forwarding and logistics organizations.
• Wisetech Global Certifications (CCO, CCS, CCP) are a Prerequisite.
• Demonstrated knowledge of SQL Query Writing.
• Working knowledge of PAVE workflow configuration & setup is favourable.
• At least 5 years’ experience providing IT application support in a multinational enterprise environment.
• Strong knowledge of freight forwarding operational processes and CW1 business workflows.
• Demonstrated experience supporting global IT environments comprising both onshore and offshore support teams.
• Experience in CW1 implementations, deployments, upgrades, and production support.
• Strong analytical, troubleshooting, and root cause analysis skills.
• Experience preparing functional specifications for application enhancements and changes.
• Excellent customer service orientation with the ability to manage and meet SLA commitments.
• Excellent written and verbal communication and presentation skills in English.
• Strong stakeholder management, collaboration, and knowledge-sharing abilities.
• A proactive mindset with a passion for continuous improvement, operational excellence, and delivering high-quality application support.

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.

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

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