Customer Service Executive (Jeddah)

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 seeking a dedicated Customer Service Executive to join our team in Jeddah, Saudi Arabia. In this role, you will be the primary point of contact for customers, ensuring exceptional service and smooth handling of bookings, documentation, and shipment-related processes. You will collaborate closely with internal teams to resolve issues, manage inquiries, and deliver timely solutions that enhance customer satisfaction.

Key Responsibilities:

Customer Interaction & Issue Resolution

• Respond to customer inquiries via phone, email, and in-person with professionalism and accuracy.
• Handle escalated inquiries and complaints, ensuring timely and effective resolution.
• Track and monitor shipments upon customer request, providing regular updates.
• Maintain accurate records of customer interactions, transactions, and feedback.

Booking & Documentation

• Manage booking creation and amendments for both manual and electronic bookings.
• Process change of destination requests and shipment-related exceptions in LMS.
• Handle VGM-related exceptions and follow up on special cargo/DG approvals.
• Assist in processing export documentation, ensuring completeness and accuracy.

Operational Coordination

• Coordinate with internal departments to resolve customer issues and improve service quality.
• Liaise with terminals and cargo operations to ensure efficient shipment handling.
• Communicate with global offices for shipment tracking and transshipment follow-up.
• Perform vessel core closure activities and disputes capturing.

Reporting & Analysis

• Prepare reports related to customer service activities and shipment performance.
• Evaluate shipment requests, including credit worthiness and compliance checks.
• Monitor booking timelines and customs filing relevance.

Collaboration & Continuous Improvement

• Work closely with Sales and Operations teams to address customer needs.
• Conduct regular joint meetings with cross-functional teams.
• Train and mentor junior customer service staff, fostering a culture of continuous improvement.

MUST HAVE:

• Bachelor’s degree in Business, Logistics, or a related field.
• Minimum 3 years of experience in customer service within shipping or logistics.
• Strong communication, problem-solving, and organizational skills.
• Proficiency in Microsoft Office and logistics systems.

WE VALUE:

• Strategic thinking and the ability to drive continuous improvement initiatives
• Exceptional organizational skills and attention to detail
• Strong negotiation skills for managing vendor and supplier relationships
• Ability to work collaboratively in a fast-paced environment
• Knowledge of the shipping and logistics industry

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.
• Enjoy 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 candidates who are currently based in Jeddah, Saudi Arabia, and have the legal right to work, including the ability to transfer their visa sponsorship. Applicants who are not currently in Riyadh but are willing to relocate and work there will also be considered. Candidates who do not meet these criteria 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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