Customer Service Excellence Manager, Group Commercial & Agency Management

Customer Service Excellence Manager, Group Commercial & Agency Management

Singapore

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.

The Customer Service Excellence Manager will play a critical role in shaping and driving the customer service strategy for a leading container shipping line. Based at the Global HQ Commercial & Agency Network Division, this role will focus on designing and implementing strategic initiatives that elevate customer satisfaction, improve service delivery, and align customer experience with the company’s global business objectives. The successful candidate will act as a thought leader, partnering with regional teams, technology, and operational functions to ensure a seamless, customer-centric approach across all touchpoints.

Key Responsibilities:

1. Customer Experience Strategy Development:
• Develop and implement a global customer service experience strategy aligned with business goals.
• Identify trends, opportunities, and challenges in customer experience and propose innovative, data-driven solutions.
• Create frameworks to assess and enhance end-to-end customer journeys.

2. Voice of Customer (VoC) Program:
• Design and manage customer feedback mechanisms (surveys, NPS, customer focus groups).
• Analyze customer data to uncover insights that drive decision-making.
• Collaborate with internal teams to ensure customer pain points are addressed through process improvements and policy changes.

3. Performance Measurement and Reporting:
• Develop KPIs and metrics to evaluate customer service performance and experience (NPS, CSAT, first-response resolution, etc.).
• Create and deliver executive-level dashboards and presentations to communicate performance insights and strategic recommendations.

4. Service Standardization and Process Improvement:
• Define global service standards and best practices to ensure consistent customer experiences.
• Lead cross-functional initiatives to optimize customer touchpoints, including digital tools, service platforms, and communication channels.

5. Digital Transformation & Technology Enablement:
• Collaborate with IT and product teams to leverage digital solutions, automation, and AI for improved customer interactions.
• Drive the adoption of self-service tools and platforms to enhance customer convenience and reduce friction.

6. Collaboration and Change Leadership:
• Partner with regional customer service teams, sales, operations and suitable external vendors to roll out strategic initiatives and monitor adoption.
• Act as a change leader, promoting a customer-first mindset across the organization.
• Develop training and communication plans to embed customer experience principles into the company culture.

7. Market Research & Benchmarking:
• Stay abreast of global customer service trends and best practices in container shipping and logistics.
• Benchmark competitors and other industries to identify differentiators and areas for improvement.

MUST HAVE:

• Bachelor's degree in Business Administration, Project Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 8+ years of experience in customer service, preferably in the container shipping or logistics industry.
• Proven track record of leading customer service teams in a fast-paced, global environment.
• Experience implementing digital customer service tools and automation initiatives.
• Strong leadership and team management capabilities with the ability to inspire and motivate.
• Exceptional customer focus and ability to manage complex, customer-facing challenges.
• Analytical mindset with expertise in using data to drive decision-making.
• Proficiency in CRM tools, Microsoft Office Suite, and other customer service platforms.
• Excellent communication and interpersonal skills, both written and verbal.

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 to PIL Career Website.

Foreign candidates will be subject to the validity of approved work passes to work in Singapore.  

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.