Job Description

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 Assistant Manager – Customer Service Excellence will support the development and execution of customer service initiatives for the global container shipping business. Based at the Global HQ Commercial & Agency Network Division, this role focuses on assisting in the design, rollout, and monitoring of programs that enhance customer satisfaction and service delivery. The incumbent will work closely with senior leaders and regional teams to ensure consistent service standards and contribute to a customer-first culture across the organization.

Key Responsibilities:

1. Customer Experience Strategy Development:

• Assist in implementing customer service strategies aligned with business objectives.
• Monitor customer feedback and escalate key issues to senior management.
• Support initiatives to improve end-to-end customer journeys.

2. Voice of Customer (VoC) Program:

• Coordinate customer surveys, NPS tracking, and feedback collection.
• Compile and analyze data to highlight trends and areas for improvement.
• Work with internal teams to ensure customer pain points are addressed.

3. Performance Measurement and Reporting:

• Track KPIs such as CSAT, NPS, and resolution times.
• Prepare regular reports and dashboards for senior management review.

4. Service Standardization and Process Improvement:

• Support the rollout of global service standards and best practices.
• Assist in process improvement projects to optimize customer touchpoints.

5. Digital Transformation & Technology Enablement:

• Work with IT and product teams to adopt digital service tools.
• Promote self-service platforms and automation initiatives.

6. Collaboration and Change Leadership:

• Partner with regional customer service teams to ensure adoption of initiatives.
• Act as a change agent at the operational level, encouraging a customer-first mindset.
• Support training and communication activities.

7. Market Research & Benchmarking:

• Stay updated on customer service trends in shipping and logistics.
• Provide benchmarking insights to senior management.
• Manage and develop defined customer accounts, and implement effective commercial strategies in line with company direction
• Active Customer Engagement and strategy discussions (internal/ external) with systematic approach of scheduled Quarterly Business Reviews and face-to-face meetings, and also ensuring smooth onboarding of new customers
• Monitor progress of customer bases as well as identification of new potential customers / segments for development, in line with PIL overall direction / strategy
• Collaborate and engage with ROs and relevant stakeholders for backhaul cargo and increase assigned IFF/ BCO footprints with PIL
• Keep abreast on customer’s needs and market environment to be able to generate market intelligence for strategic and tactical decisions

MUST HAVE:

• Bachelor's degree in Business Administration, Project Bachelor’s degree in Business Administration, Logistics, Supply Chain Management, or a related field.
• 5+ 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.

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

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.