CW1 Continuous Support Lead

About Toll Group

At Toll we do more than just logistics - we move the businesses that move the world. Our 16000 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 20000 customers worldwide with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are proudly part of Japan Post

• Lead in country engagement for CW1 deployments and lead additional deployments in new countries.
• Supplement existing CW1 knowledge by proactively understanding upcoming features and benefits.
• Share knowledge and proactively upskill offshore support providers with specialist module knowledge.
• Maintain a highly effective support framework for the CW1 portfolio of applications.
• Take an active role in the initial implementations and ongoing upgrades of CW1 deployments within the region.
• Investigate and analyze deviations to agreed support service levels with offshore providers.
• Provide a level of customer service focus and responsiveness to ensure delivery as per service level agreements.
• Identify continuous improvement opportunities for support and business processes to increase operational efficiency. Undertake proactive troubleshooting and root cause analysis implementing preventative measures as appropriate.
• Work closely with the onshore and offshore support and business process improvement teams within Toll IT.
• Develop functional specifications for enhancements / changes Safeguard the quality of transition of build into support from the Applications and Deployment COE.
• Work with Local Applications and Deployment team and broader IT team and offshore providers to ensure agreed commitments are delivered and supported.
• Leverage and enhance technical support tools to drive service improvement.
• Review and provide input to support processes and documentation so as to remain appropriate.
• Continuously update knowledge of the application portfolio in order to: o Develop deep understanding of the geographic / country specific configuration of allocated CW1 deployments o Develop deep understanding of CW1 core application (Air & Sea Customs Customer Service and Sales) o Develop suitable specialization in CW1 module (e.g. Finance Warehouse).

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 16000 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 dont 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 youre interested in this role but your past experience doesnt 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.

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