{"id":2066768,"url":"https://alion.io/job/toll-group-customer-service-representative-2","title":"Customer Service Representative","company":{"id":1835058,"name":"Toll Group","domain":"tollgroup.com","url":"https://alion.io/company/tollgroup-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":74,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Klang, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":21000,"period":"year","method":"role_country_seniority_unknown","sample_n":10},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-08T04:22:46Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-21T15:21:07Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"About Toll Group\nAt 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\nJob Purpose\nTo manage ocean import shipments and provide effective customer service by coordinating with customers, overseas offices, carriers, customs/declaration teams, transporters and internal stakeholders to ensure smooth and timely shipment clearance and delivery.\nKey Responsibilities\nManage ocean import shipments from pre-arrival through customs clearance and final delivery.\nCommunicate proactively with customers on shipment status, vessel arrival, documentation requirements, clearance and delivery.\nCoordinate with overseas offices/agents to obtain complete and accurate shipping documents.\nPrepare and issue arrival notifications and other required shipment documentation.\nCoordinate import customs declaration and clearance with the Customs/Declaration team.\nArrange container haulage, CFS delivery, warehouse delivery and other operational requirements.\nMonitor vessel arrival, container availability, free time and delivery timelines.\nFollow up closely on shipment exceptions, Customs queries, documentation discrepancies, delays or other operational issues.\nEnsure shipment milestones and events are updated accurately and within the required timeline in the operating system.\nCoordinate with carriers, co-loaders, hauliers, CFS/warehouses and other vendors when required.\nEnsure timely billing and provide complete cost information/supporting documents to the Billing team.\nMonitor operational costs and avoid unnecessary storage, demurrage, detention or other additional charges.\nRespond to customer enquiries and emails promptly and provide proactive updates until issues are resolved.\nHandle customer complaints and operational escalations professionally and escalate internally when necessary.\nMaintain accurate shipment records and documentation in accordance with company SOPs and compliance requirements.\nWork closely with Sales, Operations, Customs, Billing and Finance teams to ensure smooth end-to-end shipment execution.\nPerform other Ocean Import/customer service duties assigned by the Team Leader or Department Head.\nKey Requirements\nExperience in freight forwarding, logistics or ocean import operations is preferred.\nKnowledge of ocean freight documentation, customs clearance and import delivery processes.\nGood communication and customer service skills.\nStrong follow-up, coordination and problem-solving abilities.\nAble to manage multiple shipments and priorities in a fast-paced environment.\nGood attention to detail and accuracy.\nFamiliarity with freight forwarding systems such as CargoWise (CW1) would be an advantage.\nWhat moves you?\nAt 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.\nAre 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.\nAt Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.\nTo find out more about us visit www.careers.tollgroup.com\nYou must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.","description_format":"text","description_chars":4640,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Transportation & Logistics","Logistics"],"lifecycle":[{"event":"open","at":"2026-10-08T04:22:46Z"}],"visa":[],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.628,"p_room":0.9,"age_days":14,"expected_fill_days":29,"reasons":["conf:14","stale_co","urgency","velocity","win:mid","comp:brand"],"computed_at":"2026-10-22T06:10:10Z"},"pay":null,"html_url":"https://alion.io/job/toll-group-customer-service-representative-2","json_url":"https://alion.io/job/toll-group-customer-service-representative-2.json","meta":{"generated_at":"2026-10-22T08:50:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5175,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1835058},"rest":"https://alion.io/mcp/rest/get_company?id=1835058"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftoll-group-customer-service-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftoll-group-customer-service-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftoll-group-customer-service-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/toll-group-customer-service-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftoll-group-customer-service-representative-2"}]}