Customer Service Team Leader

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 —

Primary Responsibilities and Level of Authority

The Customer Service Team Leader is responsible for supervising daily operations, driving team performance, and ensuring exceptional service delivery to overseas customers. This role requires strong leadership, operational knowledge, and the ability to make timely decisions to maintain productivity and service excellence.

Key Responsibilities:
- Lead, coach, and motivate a team to consistently meet and exceed customer service standards.- Troubleshoot and resolve complex or escalated customer issues effectively and professionally.- Prepare and monitor daily KPI reports, ensuring service metrics and backlogs are effectively managed.- Review and compile monthly headcount reports for management visibility.- Conduct training and onboarding for new team members, ensuring they are fully equipped to meet daily operational requirements within the first month.- Provide continuous feedback, coaching, and development opportunities to enhance team capability.- Manage and schedule workforce to ensure adequate coverage during peak periods.- Ensure all processes are executed in line with established Standard Operating Procedures (SOPs).-
- Foster a positive, high-performance work culture through collaboration and accountability.- Perform other related duties as assigned by management.

Pre-Requisites

To succeed in this role, you should demonstrate a combination of leadership experience, operational understanding, and strong analytical skills.

Knowledge, Experience & Technical Skills:
- Minimum 3 years of working experience in accounting, logistics, or related fields.- Prior team leadership or supervisory experience is highly advantageous.- Familiarity with freight forwarding or international logistics operations is preferred.- Strong communication skills in English (verbal and written).-
- Solid organizational, planning, and time management abilities.- Analytical mindset with attention to detail and accuracy.

Qualifications:
- Diploma, Advanced Diploma, or Bachelor’s Degree in Finance, Business Studies, Accounting, or related fields.- Strong customer focus with a passion for operational excellence.- A team-oriented leader with integrity, discipline, and accountability.- Self-driven and capable of working independently under pressure.- Strong analytical and problem-solving skills.- Excellent time management and ability to multitask in a fast-paced environment.- Motivational and coaching skills with the ability to influence and inspire others.

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.