SA) National Customer Service Manager; DUR

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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.

Join PIL South Africa as our National Customer Service Manager and lead the transformation of Customer Service nationwide. Based in Durban
, you will oversee Import, Export and Reefer activities, shape the national operating model, build a high-performing team, and drive service excellence, customer experience, strong process governance and continuous improvement. You will embed new systems and ways of working, strengthen collaboration across local and outsourced teams, standardise processes, and use customer, operational and Case Management insights to improve service, productivity and organisational effectiveness.

• Lead the national Customer Service function across Import, Export and Reefer activities, including workforce planning, workload allocation, succession planning and team development.
• Build a customer-focused, accountable and high-performing culture with clear portfolio ownership.

• Set national service standards for responsiveness, communication, escalation and issue resolution, ensuring every customer has a designated Customer Service representative.
• Act as the senior escalation point for strategic customers and significant service failures.

• Implement clear KPIs, dashboards and disciplined Case Management practices to monitor service delivery and productivity.
• Use performance insights to address service gaps, balance workloads, maintain effective SOPs and continuously simplify and standardise processes.

• Oversee Customer Service-controlled activities, including Delivery Order release, Customs Stops, long-stay and abandoned cargo, Carrier Haulage/intermodal activities and applicable Value-Added Services.
• Provide strong governance for Reefer Customer Service, including risk controls for temperature-controlled cargo and accurate, timely processing of Carrier Haulage conversions.

• Manage the Customer Service interface with the outsourced service provider, monitoring performance, SLA adherence and corrective actions.
• Strengthen collaboration and optimise responsibilities, processes and workflows across local, outsourced and cross-functional teams.

• A Degree or Diploma in Business, Marketing, Logistics, Supply Chain, Maritime Studies or a related discipline.
• Minimum 10 years p roven experience leading a national Customer Service or operational service function in containerised shipping, logistics or a similarly complex service environment.
• Strong working knowledge of Import, Export and Reefer customer service operations, including cargo-related controls and escalations.
• Demonstrated success in leading and developing teams, managing performance and building an accountable, customer-focused culture.
• Proven ability to standardise processes, implement…