Customer Service/ Operations Executive

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 are fuelled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you to be 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 more than 90 countries, you will have ample opportunities to work with colleagues from diverse cultures and communities.

Get On Board for a Dynamic and Purposeful Career

We are seeking a highly motivated and experienced Customer Service/Operations Executive to join our dynamic team in Kigali, Rwanda.

The core responsibility of the successful candidate will be to support the smooth coordination of shipping operations and frontline customer service delivery. The incumbent will manage bookings, documentation, container tracking, invoicing, and operational tasks in coordination with counterparts at POR/POL/POD offices, customers, and regional operations teams.

Key Responsibilities

1. Main Responsibilities

Customer Service

• Handle booking requests and confirmations for import/export shipments.
• Manage the issuance of Bills of Lading, release instructions, and cargo manifests.
• Ensure customer queries and complaints are resolved in a timely and professional manner.
• Assist in following up on outstanding payments, container deposits, and refunds in coordination with the Regional Finance Team.

Documentation & Systems

• Input and validate shipment details in the shipping line's software systems.
• Submit manifest files and clearance documentation to POR/POL/POD as required.
• Prepare arrival notices, delivery orders, and relevant reports.

Operations Coordination

• Monitor vessel schedules, transshipment updates, and container tracking in transit.
• Liaise with local transporters, port operators, and customs brokers for operational updates.
• Report operational issues or delays to the Branch Manager and escalate as necessary.

Tax and Compliance Support

• Assist with the preparation of EBM filings and reports where required.
• Support document collection and filing for RRA audits and reconciliation processes.

Qualification Criteria

1. Personality Traits

• Knowledgeable about shipping and logistics market trends.
• Quick learner and able to adapt to company systems and work environments.
• Detail-oriented with a strong sense of ownership.
• Results-driven and able to perform effectively under operational pressure while managing multiple priorities.
• Team player with strong coordination and stakeholder management skills.
• Self-driven and able to work with limited supervision.

2. Qualifications & Experience Required

• Education: Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Maritime Studies, International Trade, Marketing, or a related field.
• Experience: A minimum of five (5) years' experience in a customer service, operations, or sales role within the shipping, logistics, maritime, or related industry.

3. Professional Skill Sets

• Adept at data analysis and data-driven decision-making.
• Familiar with shipping networks and market trends.
• Strong communication and interpersonal skills with the ability to work across diverse cultures.
• Strong team player with a collaborative approach to work.

Critical Success Factors for the Role

• Timely and accurate processing of booking requests and confirmations.
• Accurate and timely issuance of Bills of Lading, release instructions, and cargo manifests.
• Prompt and effective resolution of customer inquiries and complaints.
• Effective coordination with customers and the Finance Team to reduce outstanding balances.
• Accurate processing and tracking of container deposits and refunds.
• Accurate capture and validation of shipment information in operational systems.
• Timely submission of manifests and clearance documentation to relevant ports, authorities, and designated POR/POL/POD offices.
• Proactive tracking of vessel schedules, transshipment movements, and container status.
• Accurate support in EBM filings and tax-related reporting requirements.
• Availability and accuracy of supporting documents for audits and reconciliations.
• Adherence to shipping, customs, tax, and company compliance requirements.

Performance Criteria

• Accurate booking confirmations completed within company-agreed service timelines.
• Zero critical documentation errors and 100% issuance of shipping documents within required deadlines.
• Customer responses provided within 24 hours, with at least 95% of issues resolved within agreed timelines.
• Timely follow-up on 100% of outstanding accounts and measurable reduction in overdue balances.
• 100% reconciliation accuracy, with refunds processed within company-established timelines.
• Data accuracy rate above 99%, with minimal system-related discrepancies.
• 100% compliance with manifest and clearance submission deadlines, with no penalties resulting from late submissions.
• 100% compliance with EBM and regulatory filing deadlines, with no compliance penalties.
• Zero compliance breaches or regulatory penalties.

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.
• Access opportunities for professional growth and development.

Application Process

To apply for this exciting opportunity, please submit your resume outlining your qualifications and experience through the PIL Careers Website.

Eligibility to Apply

This position is open to Rwandan nationals or individuals who currently have the legal right to work in Rwanda. Applicants who do not meet this requirement will not be considered.

About Us

Incorporated in 1967, Pacific International Lines (PIL) is ranked among the world's leading container shipping lines and is 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 container and multi-purpose vessels.

Apart from its core liner shipping business, PIL also operates in container manufacturing, depot operations, and logistics services.

PIL strives to meet customers' needs by providing value-added services such as intermodal, breakbulk, and reefer services delivered through 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.