Customer Service Team Leader (noon Shift)

Customer Service Team Leader

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.

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).
• Collaborate with internal and overseas stakeholders through regular communication via phone and email.
• 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).
• Proficient in Microsoft Office applications (Excel and Word).
• 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.

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.