Customer Service Representative

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 Job Purpose To 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. Key Responsibilities Manage ocean import shipments from pre-arrival through customs clearance and final delivery. Communicate proactively with customers on shipment status, vessel arrival, documentation requirements, clearance and delivery. Coordinate with overseas offices/agents to obtain complete and accurate shipping documents. Prepare and issue arrival notifications and other required shipment documentation. Coordinate import customs declaration and clearance with the Customs/Declaration team. Arrange container haulage, CFS delivery, warehouse delivery and other operational requirements. Monitor vessel arrival, container availability, free time and delivery timelines. Follow up closely on shipment exceptions, Customs queries, documentation discrepancies, delays or other operational issues. Ensure shipment milestones and events are updated accurately and within the required timeline in the operating system. Coordinate with carriers, co-loaders, hauliers, CFS/warehouses and other vendors when required. Ensure timely billing and provide complete cost information/supporting documents to the Billing team. Monitor operational costs and avoid unnecessary storage, demurrage, detention or other additional charges. Respond to customer enquiries and emails promptly and provide proactive updates until issues are resolved. Handle customer complaints and operational escalations professionally and escalate internally when necessary. Maintain accurate shipment records and documentation in accordance with company SOPs and compliance requirements. Work closely with Sales, Operations, Customs, Billing and Finance teams to ensure smooth end-to-end shipment execution. Perform other Ocean Import/customer service duties assigned by the Team Leader or Department Head. Key Requirements Experience in freight forwarding, logistics or ocean import operations is preferred. Knowledge of ocean freight documentation, customs clearance and import delivery processes. Good communication and customer service skills. Strong follow-up, coordination and problem-solving abilities. Able to manage multiple shipments and priorities in a fast-paced environment. Good attention to detail and accuracy. Familiarity with freight…