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 --
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 & Confidence - Maintain professional and proactive communication with customers. Provide clarity on customs processes, potential delays, and required documents, helping customers feel supported and informed.
• 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 and provide factual explanations. Perform and address root causes 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 & workflow. Customs clearance steps (ETA, ETD, documentation, K1/K2, HS codes, duties/taxes, Free Trade Agreements)
• Handling delays, discrepancies & missing documents
• System knowledge (CargoWise, SealNet, SharePoint, etc.)
• Must understand customs and import regulations
• Must ensure proper documentation to avoid penalties
• Maintain accuracy in classification, valuation, country of origin
• Maintain accuracy in classification, valuation, country of origin
• Ensure team follows SOPs and audit requirements

Proactive Problem Solver:

• Efficiently respond to customer queries, meticulously investigate issues, and implement timely resolutions in accordance with customer agreements and internal processes.
• Anticipate risks (e.g., weekend jobs, volume spikes). Able to plan and coordinate what action should be taken when there's unanticipated situation happening.

Reporting & Analytical Skills

• Team leaders often handle:
• Daily volume reports (ETA/ETD, backlog, staffing)
• Trend analysis
• SLA/turnaround monitoring
• Identifying process gaps & proposing improvements
• Plan manpower for peak periods, weekends, and OT requirements.

Adaptability & Stress Management

• Import & customs can be dynamic and stressful. A TL must:

• Stay calm during sudden high volumes
• Manage last-minute requests
• Adjust team tasks in real-time
• Be flexible but also maintain control
• Takes responsibility for mistakes
• Ensures 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: 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: Fluent in English to effectively communicate with our 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 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.

Skills Required