Team Leader – Import & Customs

Toll Group; Bayan Lepas; On-site; MYR 75,000 - 95,000; Full time

Job summary

A leading logistics company is seeking a Team Leader – Import & Customs in Penang, Malaysia. This role is pivotal in managing daily import operations, maintaining client relationships, and ensuring compliance with customs regulations. Ideal candidates will have 3-5 years of experience in freight forwarding, exceptional communication skills, and a customer-centric mindset. Join a diverse and inclusive team dedicated to delivering vital logistics solutions that support communities and businesses worldwide.

Qualifications

• Minimum 3-5 years experience in import and customs operations.
• Exceptional interpersonal and stakeholder management skills.
• Fluent in English for effective communication.

Responsibilities

• Lead daily import and customs operations.
• Ensure timely clearance and compliance with regulations.
• Build and maintain client relationships.

Skills

Leadership

Customer relationship management

Problem solving

Communication

Education

Experience in freight forwarding

Understanding of customs regulations

Tools

CargoWise

SealNet

SharePoint

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.

Position Summary

The Team Leader – Import & Customs is responsible for leading the daily operations of the import and customs team, ensuring timely clearance, accurate documentation, and compliance with customs regulations. This role manages workload distribution, supports team members, resolves operational issues, and ensures service levels are consistently met.

Key Responsibilities

Good client relationship manager

• Serve as the escalation point for customer-related issues involving import clearance, documentation delays, or customs discrepancies.
• Ensure customers receive timely, accurate updates on high‑priority or sensitive shipments.
• Build trust and confidence – maintain professional and proactive communication with customers, providing clarity on customs processes, potential delays, and required documents.
• Manage expectations – set realistic timelines for clearance based on customs requirements and internal capacity.

Inform customers early if delays are expected (e.g., weekend jobs, missing documents, customs inspection).

• Handle escalations professionally – investigate customer complaints quickly, provide factual explanations, perform root‑cause analysis, and propose preventive actions to avoid recurrence.

Communicate resolutions clearly and respectfully, even in high‑pressure situations.

Strong Operational Knowledge, Compliance & Accuracy Focus

• Understand import processes and workflow, including customs clearance steps (ETA, ETD, documentation, K1/K2, HS codes, duties/taxes, free trade agreements).
• Handle delays, discrepancies, and missing documents.
• Maintain system knowledge (CargoWise, SealNet, SharePoint, etc.).
• Understand customs and import regulations.
• Ensure proper documentation to avoid penalties.
• Maintain accuracy in classification, valuation, and country of origin.
• Ensure the team follows SOPs and audit requirements.

Proactive Problem Solver

• Efficiently respond to customer queries, investigate issues, and implement timely resolutions in accordance with customer agreements and internal processes.
• Anticipate risks (e.g., weekend jobs, volume spikes) and coordinate appropriate actions for unanticipated situations.

Reporting & Analytical Skills

• Handle daily volume reports (ETA/ETD, backlog, staffing).
• Conduct trend analysis.
• Monitor SLA/turnaround.
• Identify process gaps and propose improvements.
• Plan manpower for peak periods, weekends, and OT requirements.

Adaptability & Stress Management

• Stay calm during sudden high volumes.
• Manage last‑minute requests.
• Adjust team tasks in real‑time.
• Be flexible but maintain control.
• Take responsibility for mistakes.
• Ensure fairness within the team.

What you'll need to succeed

• Proven expertise: a minimum of 3‑5 years of hands‑on experience within the freight forwarding industry, specifically with import and customs 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: strong understanding of account management principles, transaction processing best practices, and the ability to provide insightful technical and product support.
• Leadership acumen: experience in leading and motivating teams to achieve operational targets and deliver outstanding results.
• Exceptional communication skills: fluent in English to effectively communicate with a diverse customer base and international partners.
• Flexibility to support during public holidays and overtime when needed.

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 to 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 make quick, impactful decisions. 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, 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, 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.