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 — www.tollgroup.com

We are seeking a detail-oriented and proactive Customer Service Team Leader to join our team based in Bayan Lepas, Penang.

Key Responsibilities

• Team Leadership & Accountability: Ensure team performance, attendance, training compliance, and deliverables are actively monitored and managed.
• People Management & Coaching: Provide regular coaching, feedback, and development support to team members while addressing performance concerns in a timely manner.
• Governance & Compliance Oversight: Ensure team adherence to operational processes, customer requirements, mandatory trainings, and internal controls.
• Workload & Resource Management: Proactively manage team capacity, leave planning, shift coverage, and business continuity requirements.
• Quality & Accuracy Assurance: Validate team reporting, operational updates, and compliance requirements to ensure information shared with stakeholders is accurate, reliable and timely.
• Customer & Service Delivery Management: Ensure service levels are met, proactively manage customer expectations, and drive timely resolution of operational issues and escalations.

Requirements

• Operational & Leadership Experience: 3-5 years' experience in logistics, freight forwarding, supply chain, or shared services operations, including experience leading teams and managing operational performance.
• Strong People Leadership Experience: Demonstrated ability to manage, coach and hold team members accountable for performance and compliance.
• High Level of Ownership & Attention to Detail: Ability to independently verify information and ensure accuracy of reporting and team updates.
• Stakeholder & Escalation Management: Proven ability to manage customer expectations, handle escalations and communicate effectively with internal and external stakeholders.
• Performance Management Experience: Experience managing underperformance and driving continuous improvement within operational teams.
• Exceptional Communication: Fluent in English with strong verbal and written communication skills to engage effectively with customers, stakeholders and global partners.
• Flexibility: Willing to provide support outside standard working hours, including public holidays, weekends and during business-critical situations when required.
• Customer-Centric Mindset: Strong commitment to service excellence with the ability to balance customer expectations, operational requirements, and team performance.

Think you’ve got what it takes? Don’t wait – apply now and take the next step in your career with us!

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.

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 then 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 then 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.