Export Customer Service Team Lead - Freight Forwarding (Mandarin)

Toll Group; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

Join a forward-thinking logistics company as an Export Customer Service Team Leader! In this pivotal role, you'll enhance customer satisfaction by fostering strong relationships and ensuring operational excellence. You'll collaborate with diverse internal teams while guiding a dedicated customer service team. If you're passionate about logistics and ready to make a meaningful impact, this position is your opportunity to shine in a dynamic environment that values innovation and teamwork.

Qualifications

• 2+ years of experience in Freight Forwarding, especially Sea Freight Export.
• Strong customer-centric mindset with account management experience.

Responsibilities

• Develop and maintain professional relationships with export customers.
• Lead and mentor a team of customer service professionals.

Skills

Freight Forwarding

Customer Relationship Management

Problem Solving

Interpersonal Skills

Communication Skills

Job description

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Elevate Your Career as an Export Customer Service Team Leader - Freight Forwarding!

The Opportunity:

In this role, you will be at the forefront of our export operations, playing a key part in ensuring seamless and exceptional service delivery to our valued clients. You will not only cultivate and nurture professional customer relationships but also act as a vital link between our customers and internal teams. Your ability to understand their needs, provide expert guidance, and proactively resolve challenges will be crucial to our continued success.

Here's how you'll make an impact:

• Champion Customer Success: Develop and maintain deep, professional relationships with our export customers, understanding their unique requirements and ensuring their satisfaction at every touchpoint.
• Drive Operational Excellence: Oversee and support account management activities and transaction processing, ensuring accuracy, efficiency, and adherence to established procedures.
• Be the Go-To Expert: Provide comprehensive support for customer transactions, proactively addressing their inquiries, feedback, and requests with insightful solutions.
• Masterful Collaboration: Liaise effectively with a diverse range of internal stakeholders (operations, sales, documentation, etc.) and external partners (carriers, customs brokers, etc.) to guarantee contractual obligations and service standards are consistently met.
• Proactive Problem Solver: Efficiently respond to customer queries, meticulously investigate issues, and implement timely resolutions in accordance with customer agreements and internal processes.
• Inspire and Empower Your Team: Lead and mentor a dedicated team of export customer service professionals, fostering a collaborative and high-performing environment focused on achieving operational goals and exceeding customer expectations. Leverage your specialist experience to guide and develop team members.

What you'll need to succeed:

• Proven Expertise: A minimum of 2 years of hands-on experience within the Freight Forwarding industry, specifically with Sea Freight Export operations.
• Relationship Builder: Exceptional interpersonal and stakeholder management skills, with a demonstrated ability to build rapport and influence effectively at all levels.
• Customer-Centric Mindset: A strong understanding of account management principles, transaction processing best practices, and the ability to provide insightful technical and product support.
• Leadership Acumen: Value add if you have experience in leading and motivating teams to achieve operational targets and deliver outstanding results.
• Exceptional Communication Skills: Fluency in both English and Mandarin (spoken and written) is essential to effectively communicate with our diverse customer base and international partners.
• Flexibility to support during public holidays and overtime when needed.

How do your skills match this job?

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Service Team Leader?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?

At Toll, we do more than just logistics - we move the businesses that move the world. Our 20,000 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 25 countries, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Our mission

Every minute, every day, in countless decisions, transactions, interactions and innovations, people and businesses move the world forward. Making moves that define markets and power industries. Moves that impact economies and empower communities. And it’s here that we are at our best because the only way that our customers can keep moving, is if we do, harnessing deep passion and experience from across our organisation to help these moves happen. So, at the very moment when our customers need us, we bring together the best of who we are, so they can be at their best. That’s why we never settle. Why we strive for excellence in everything we do. Why we put passion behind every ounce of progress. Why we pull together to deliver success. And then reach further still, to anticipate what’s next. At Toll, we do more than just logistics. We move the businesses that move the world.

Why Toll

Why join us? At Toll you will be connected to a world of opportunity. Our global network exposes you to industry leading ideas, best practice processes, innovation, equipment, and technology. And our people? We employ some of the most experienced and talented individuals in the industry, ready to collaborate and support you on your career journey.

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