MXN - Customer Service Manager

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 highly motivated, detail-oriented, and customer-focused Customer Service Manager (Mexico) to join our dynamic team at PIL. The successful candidate will play a crucial role in managing customer inquiries and delivering exceptional service, while supporting shipping operations through outstanding customer care and high service standards.

Key Responsibilities:

• Lead and oversee the customer service team to ensure timely and accurate responses to customer inquiries.
• Develop and implement service strategies that enhance customer satisfaction and operational efficiency.
• Coordinate with carriers, customs brokers, and other stakeholders to ensure smooth cargo movement.
• Resolve escalated customer issues professionally and effectively, ensuring prompt follow-up and resolution.
• Collaborate with Operations, Logistics, and Sales teams to align customer service efforts with business goals.
• Serve as the primary escalation point for complex customer concerns and ensure resolution in line with company standards.
• Monitor service performance metrics and identify areas for improvement.
• Provide proactive updates to customers regarding shipment schedules, delays, or changes.
• Build and maintain strong relationships with key customers to foster loyalty and long-term partnerships.
• Ensure compliance with company policies, industry regulations, and service standards.
• Drive continuous improvement initiatives within the customer service function.

MUST HAVE:

• Bachelor’s degree in Logistics, Supply Chain Management, or a related field
• At least 5 years of experience in customer service within the shipping or logistics industry
• Proven leadership and team management skills
• Strong organizational and problem-solving skills

WE VALUE:

• Customer-first mindset with exceptional interpersonal and communication skills
• Detail-oriented with strong organizational abilities
• Ability to multitask and perform under pressure in a fast-paced, dynamic environment
• Proactive and solutions-oriented approach to challenges
• Team player with a collaborative attitude, able to work effectively with diverse groups
• Familiarity with shipping and logistics software
• Adaptability and a commitment to continuous improvement

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 Mexican nationals or individuals who currently have the legal right to work in Mexico. Applicants who do not meet this eligibility will not be considered.