(SA) National Customer Service Manager (DUR)
South Africa
DRIVING CONNECTIVITY
Chart your Course with PIL
With over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you’re fueled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you as a part of our dynamic community of maritime professionals.
At PIL, we provide local experiences with a global reach. With our headquarters in Singapore, and services offered at over 500 locations in 90 countries, you will have ample opportunities to work with colleagues from different cultures and communities.
Get On Board for a Dynamic and Purposeful Career.
Join PIL South Africa as our National Customer Service Manager and lead the transformation of Customer Service nationwide. Based in Durban, you will oversee Import, Export and Reefer activities, shape the national operating model, build a high-performing team, and drive service excellence, customer experience, strong process governance and continuous improvement. You will embed new systems and ways of working, strengthen collaboration across local and outsourced teams, standardise processes, and use customer, operational and Case Management insights to improve service, productivity and organisational effectiveness.
Key Responsibilities:
National Customer Service Leadership:
- Lead the national Customer Service function across Import, Export and Reefer activities, including workforce planning, workload allocation, succession planning and team development.
- Build a customer-focused, accountable and high-performing culture with clear portfolio ownership.
Customer Experience & Service Excellence:
- Set national service standards for responsiveness, communication, escalation and issue resolution, ensuring every customer has a designated Customer Service representative.
- Act as the senior escalation point for strategic customers and significant service failures.
Performance, Governance & Continuous Improvement:
- Implement clear KPIs, dashboards and disciplined Case Management practices to monitor service delivery and productivity.
- Use performance insights to address service gaps, balance workloads, maintain effective SOPs and continuously simplify and standardise processes.
Operational & Cargo Management:
- Oversee Customer Service-controlled activities, including Delivery Order release, Customs Stops, long-stay and abandoned cargo, Carrier Haulage/intermodal activities and applicable Value-Added Services.
- Provide strong governance for Reefer Customer Service, including risk controls for temperature-controlled cargo and accurate, timely processing of Carrier Haulage conversions.
Outsourced Partner & Stakeholder Management:
- Manage the Customer Service interface with the outsourced service provider, monitoring performance, SLA adherence and corrective actions.
- Strengthen collaboration and optimise responsibilities, processes and workflows across local, outsourced and cross-functional teams.
MUST HAVE:
- A Degree or Diploma in Business, Marketing, Logistics, Supply Chain, Maritime Studies or a related discipline.
- Minimum 10 years proven experience leading a national Customer Service or operational service function in containerised shipping, logistics or a similarly complex service environment.
- Strong working knowledge of Import, Export and Reefer customer service operations, including cargo-related controls and escalations.
- Demonstrated success in leading and developing teams, managing performance and building an accountable, customer-focused culture.
- Proven ability to standardise processes, implement KPIs and dashboards, and use service and productivity data to drive improvement.
- Experience managing senior customer escalations and collaborating effectively with internal teams and outsourced service providers.
WE VALUE:
- Experience delivering regional or global transformation initiatives within a multinational organisation.
- A strong leadership presence with the confidence to set standards, make decisions, develop people and hold teams accountable.
- Commercial awareness, operational credibility and a genuine commitment to service excellence and customer experience.
- A continuous-improvement mindset and the ability to embed new systems, simplify ways of working and sustain change.
- The ability to build trusted relationships across customers, local and outsourced teams, and Regional and Global stakeholders.
Why Join Us:
- Be part of a leading global carrier with a strong focus on sustainability and innovation.
- Work in a dynamic and collaborative environment.
- Opportunities for professional growth and development.
Application Process:
To apply for this exciting opportunity, please submit your resume outlining your qualifications and experience on PIL Career Website.
Eligibility to Apply:
This position is open to South African nationals or individuals who currently have the legal right to work in South Africa. Please note that applicants without this eligibility will not be considered.
About Us
Incorporated in 1967, Pacific International Lines (PIL) is ranked 12th among the world’s top container shipping lines and is also the largest home-grown carrier in Southeast Asia. Based in Singapore, PIL is a global carrier with a focus on Asia, China, Africa, the Middle East, Latin America, Oceania, and the Pacific Islands.
Together with its affiliated companies Mariana Express Lines (MELL) and Malaysia Shipping Corporation, PIL serves customers at over 500 locations in more than 90 countries worldwide with a fleet of 100 container and multi-purpose vessels.
Apart from the core liner shipping business, PIL also has several other business units such as container manufacturing, depot, and logistics services.
PIL strives to meet the needs of its customers by providing value-adding services such as intermodal, breakbulk, and reefer services delivered on innovative technological platforms. With its focus on “Driving Connectivity” and commitment to achieving Net Zero by 2050, PIL aims to be an efficient, sustainable, and future-ready shipping line.
For more information, visit www.pilship.com
Pacific International Lines (PIL) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.