COL - Customer Service & Shipping Documentation Specialist

Bogotá, Colombia 
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 fuelled 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

We are looking for a dedicated and detail-oriented Customer Service & Shipping Documentation Specialist to join our team at PIL Colombia in Bogota. This person will serve as the primary point of contact for customers to handle contracts, giving shipping documentation support, ensuring the accurate and timely issuance of shipping documents while maintaining high standards of customer service. The successful candidate will play a crucial role in driving revenue growth by acquiring new customers, maintaining existing relationships, and expanding the company’s market share in the shipping and logistics industry. 

Key Responsibilities

• Download and treat daily booking requests, to be sent to customers within the next period.
• Handle all customers’ demands to ensure all requests are promptly attended.
• System accuracy: Ensure routes, weight, POL/PODs, commodities, temperature and all other info are accurate on PIL system.
• Maintaining good communication with other teams like Documentation and Sales Teams´.
• Booking amendments and maintenance.
• File customers’ particularities to ensure consistency on PIL service.
• Follow up bookings from regular / BID customers, to ensure they are coming within the expected timeframe.
• Phone Attendance proving excellent customer experience
• Assist customer with problem solving.
• Liaise with internal departments to resolve customer grievances.
• Ensure adherence to Pocket PIL, selling this tool to customers to migrate the volume from other platforms.
• Shipping instruction processing, submitting customs manifest and ensuring we comply all local customs regulations.
• Control and issuance of import and export invoices (local charges, demurrage, detention, freight, port charges and extra charges).
• Control and release delivery orders.
• Respond to customer inquiries via phone, email, and in-person with professionalism and courtesy.
• Provide timely updates on shipment status and documentation readiness.
• Handle complaints and escalate unresolved issues to the appropriate department.
• Assist customers in understanding billing details and resolving discrepancies.
• Coordinate with internal departments to ensure smooth documentation flow and customer satisfaction.

Qualifications & Experience

• Bachelor’s degree in business, Logistics, or related field.
• Experience in customer service within the shipping or logistics industry and experience in sea shipping documentation in the shipping and logistics sector.

• Proficiency in MS Office and CRM software.
• Knowledge of import/export processes, documentation, and invoicing.
• Essential for dealing with international clients and understanding technical documents.
• English level: preferably B1, B2, or higher level in Speaking, Listening & Reading.

Must Have

• Organized, able to follow regulations and procedures in a strictly regulated environment.
• Strong communication, negotiation, and interpersonal skills.
• Strong organizational and problem-solving skills.
• Customer-oriented mindset with problem-solving abilities.
• Discretion and professionalism in handling sensitive information.
• Must be fluent in Spanish; intermediate English (needs to read/write effectively).
• Team spirit and adaptability.

We Value

• Understanding of NATHALIA and Ecuapass.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Proficiency in MS Office.

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 in English outlining your qualifications and experience to PIL Career Website.

Eligibility to Apply
This position is open to Colombian nationals or individuals with legal rights to work in Colombia. Applicants without the necessary work authorization 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.
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