National Customer Services and Documentation Manager
South Africa
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.
We’re seeking a National Customer Service and Documentation Manager to build, lead and embed a centralised function that delivers consistent, high quality service across all branches. This role owns end‑to‑end customer service performance while driving standardisation, capability uplift, and continuous improvement. It also leads the national documentation function, ensuring governance, compliance, and effective risk and exception management.
Key Responsibilities:
National Customer Service:
Transformation & Centralisation
- Establish and embed a centralised national Customer Service model based in the PIL Durban head office, transitioning from branch-based practices to a standardised, national operating model.
- Establish and lead a specialised reefer customer service vertical with national coverage of the perishable and deep-frozen reefer markets, ensuring compliance and risk management.
- Ensure gradual reefer Customer Service knowledge transfer to enable customer service provision (complementing Cape Town when needed) to the reefer vertical from the national Customer Service centre in Durban too.
- Introduce industry best practice in customer service processes, governance, escalation and communication.
- Lead customer sensitisation and change management to ensure a smooth transition with no service disruption.
Operations & Performance Ownership
- Lead, coach and manage the national CS team, including redeployed staff, with full accountability for service quality, responsiveness and data accuracy.
- Own the team structure, capacity planning, performance management and skills development.
- Act as the senior escalation point for key customers and complex service issues.
- Ensure all bookings are processed accurately and on time, aligned with internal processes, commercial priorities, equipment availability and network constraints.
- Own the customer service data quality and system discipline, ensuring accuracy across bookings, documentation and downstream processes.
- Drive proactive customer communication, defining clear standards for updates, exceptions and escalations.
- Resolve recurring service issues through root-cause analysis and measurable corrective actions. Drive adoption of digital customer service tools and ensure CRM discipline.
- Monitor and report on Customer Service KPI’s, trends and risks, recommending improvements as the business evolves.
National Documentation:
Leadership, Governance & Oversight
- Lead and supervise the in-country documentation function, ensuring strong performance, service continuity, and compliance with company standards.
- Own and maintain documentation controls, policies, and escalation processes.
- Provide day-to-day oversight of any outsourced documentation functions, ensuring service quality, turnaround times, accuracy, and adherence to SOPs.
Exception Handling & Operational Support
- Manage complex or non-standard documentation cases, such as:
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- Customs stops / detentions
- Long-stay cargo
- Legal or regulatory document holds
- Shipment disputes or corrections
- Release issues or fraud-risk cases
- Destruction of abandoned cargoes
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- Act as the in-country escalation point for documentation queries from internal and external stakeholders.
Stakeholder & Customer Engagement
- Work closely with other internal departments and external authorities to resolve documentation issues quickly and effectively.
- Support key customer relationships where documentation handling impacts service delivery.
Compliance, Risk & Quality Control
- Ensure strict compliance with statutory regulations, customs and port authority requirements, internal policies and global trade documentation standards across all applicable activities.
- Support audit readiness and provide documentation for inspections or regulatory queries.
- Identify documentation-related risks and implement preventative controls.
Performance & Process Improvement
- Monitor performance metrics (quality, timeliness, exceptions, rework rates, etc.) for both local teams and any outsourced providers.
- Identify recurring issues and drive continuous improvement, standardisation, and simplification of documentation processes.
- Support digitisation and automation initiatives where applicable.
Cold chain & regulatory compliance
- Ensure PPECB requirements and reefer settings (set-points, ventilation, CA/cold treatment, inspections) are correctly captured and documented; maintain audit-ready records.
Risk reduction & quality assurance
- Prevent any avoidable errors in documentation that leads to rollovers, storage, demurrage, or cargo quality claims; lead root-cause fixes.
Stakeholder alignment
- Coordinate with Ops, CS, Sales, depots, terminals, PPECB, and customers to ensure documentation meets cut-offs and vessel windows.
Key Relationships
- Work closely with Operations, Sales, Logistics and Documentation to deliver seamless customer outcomes.
- Build strong relationships with key customers to support retention, loyalty and long-term partnerships.
- People Leadership
- Lead, coach, and develop the local documentation team to build strong capability, motivation, and service discipline.
- Support knowledge transfer and training between local staff and the offshore back-office.
WE VALUE:
- Proven experience leading customer service or operations functions in shipping, logistics or a complex service environment.
- Demonstrated ability to build or transform teams, standardise processes and manage change.
- Strong leadership presence with the ability to set standards, make decisions and hold teams accountable.
- Operationally credible, commercially aware and customer-focused.
Why Join Us:
- Make an Impact: Take on a high-profile leadership role and play a pivotal part in driving PIL’s growth in South Africa and beyond.
- Innovate and Lead: Shape the future of logistics with autonomy, creativity, and the backing of a globally recognized shipping leader.
- Expand Your Legacy: Be at the forefront of transforming logistics solutions in one of the most dynamic regions on the continent.
Application Process:
To apply for this exciting opportunity, please submit your resume outlining your qualifications and experience on PIL Career Website.
Eligibility to Apply:
This position is open to South African Nationals or individuals who currently have the legal right to work in South Africa. Please note that applicants without this eligibility 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.