National Customer Service Leader (Durban) — Shipping & CX

Pacific International Lines Pte Ltd; Durban; On-site; ZAR 1,000,000 - 1,300,000; Full time

Job summary

Pacific International Lines (PIL) South Africa invites a seasoned National Customer Service Manager to lead Import, Export and Reefer operations from Durban. You will shape the national operating model, build a high-performing team and drive service excellence with strong governance and continuous improvement.

You will embed new systems, standardise processes, and collaborate with local and outsourced teams to enhance customer experience and productivity.

Qualifications

• Degree or Diploma in Business/Logistics
• 10+ years proven experience leading a national Customer Service or operations function in containerised shipping or logistics
• Strong knowledge of Import, Export and Reefer customer service operations
• Proven ability to standardise processes, implement KPIs and dashboards
• Experience managing senior customer escalations and collaborating with internal and outsourced teams

Responsibilities

• Lead the national Customer Service function across Import, Export and Reefer activities
• Set national service standards and designate Customer Service representatives for all customers
• Implement KPIs and dashboards to monitor delivery, productivity and quality
• Oversee cargo-related operations and ensure governance for Reefer services
• Manage the outsourced service provider and align workflows across teams

Skills

Leadership

Customer Service Operations

KPIs & Dashboards

Team Development

Stakeholder Management

Education

Degree or Diploma in Business/Logistics

Job description

Pacific International Lines (PIL) South Africa invites a seasoned National Customer Service Manager to lead Import, Export and Reefer operations from Durban. You will shape the national operating model, build a high-performing team and drive service excellence with strong governance and continuous improvement.

You will embed new systems, standardise processes, and collaborate with local and outsourced teams to enhance customer experience and productivity.