National Import Customer Service Executive

Pacific International Lines; South Africa; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Pacific International Lines (PIL) is seeking a National Import Customer Service Executive in South Africa to deliver end-to-end import support, manage delivery orders, customs stops, and investigate and resolve customer inquiries while driving operational excellence across the national network.

The role emphasizes ownership, cross-functional collaboration, and a proactive service mindset to optimize shipments, control costs, and enhance customer satisfaction within PIL’s national operating model.

Qualifications

• Minimum 2–3 years' relevant experience in liner shipping, logistics, freight forwarding or Import Customer Service.
• Good understanding of import shipping, cargo release and Customer Service processes.
• Strong customer orientation with ownership and accountability.
• Strong communication, problem-solving and stakeholder-management skills.
• High attention to detail and ability to manage multiple customers, cases and priorities.

Responsibilities

• Serve as the primary contact for an assigned customer portfolio, providing proactive shipment support and owning enquiries through resolution.
• Support allocated and ad hoc customers, ensuring a consistent customer experience across the national base.
• Collaborate with team members to maintain service continuity and escalate complex issues as required.
• Process delivery orders and cargo releases with documentation, payment, customs clearance and approvals.
• Coordinate Inland movements, carrier haulage and value-added services to meet customer logistics needs.

Skills

Strong communication

Problem-solving

Stakeholder management

Attention to detail

Job description

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National Import Customer Service Executive

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 customer focused National Import Customer Service Executive to provide end to end customer support, drive operational excellence and manage import related porcesses for customers across South Africa.

Role Purpose:

Provide end-to-end Dry Import Customer Service for PIL South Africa through a centralised national operating model, ensuring efficient management of delivery order releases, customs stops, long stay cases, customer enquiries, and exception resolution while delivering consistent, high-quality customer support across all regions.

Key Responsibilities:

• Serve as the primary contact for an assigned customer portfolio, providing proactive shipment support and taking ownership of enquiries and issues through to resolution.
• Support both allocated and ad hoc customers, responding to incoming enquiries and ensuring a consistent customer experience across the national customer base.
• Collaborate with team members to maintain service continuity and elevate complex customer issues where required.

Delivery Order & Cargo Release

• Process Delivery Orders and cargo releases accurately, ensuring all documentation, payment, customs clearance and approval requirements are met.
• Manage release exceptions, holds and customer queries, maintaining accurate records, controls and audit trails while protecting company revenue.

Customs Stop, Long Stay & Import Exceptions

• Manage Customs Stop, Long Stay and other import exception cases from identification through to resolution.
• Coordinate inspections, container movements, transport and operational requirements while liaising with customers, Customs, depots and service providers to minimise delays.
• Ensure associated costs, chargeable services and regulatory requirements are effectively managed and recovered.

Carrier Haulage & Value-Added Services

• Identify and promote Carrier Haulage (CH) and Value-Added Services (VAS) opportunities that meet customer logistics requirements.
• Work with customers and internal stakeholders to convert opportunities into successful service solutions and increased service utilisation.

Johannesburg Inland Movement & Intermodal Coordination

• Coordinate and monitor inland container movements between Durban and Johannesburg, ensuring timely execution and effective stakeholder communication.
• Manage transport arrangements, documentation, charges and movement exceptions while keeping customers informed of shipment progress.

Case Management & Performance

• Utilise the Case Management Tool to manage customer interactions, service requests, complaints and exception cases.

Process Development & Continuous Improvement

• Contribute to the development and improvement of customer service processes, SOPs and operational standards.
• Identify opportunities for simplification, standardisation and automation, while supporting effective collaboration with internal teams and service providers.
• Escalate process gaps, delays and service issues to support continuous improvement and operational excellence.

Key Core Knowledge, Skills & Experience:

• Minimum 2–3 years' relevant experience in liner shipping, logistics, freight forwarding or Import Customer Service.
• Good understanding of import shipping, cargo release and Customer Service processes.
• Strong customer orientation with a clear sense of ownership and accountability.
• Strong communication, problem-solving and stakeholder-management skills.
• High attention to detail and ability to manage multiple customers, cases and priorities simultaneously.
• Strong systems and process discipline.
• Collaborative and flexible approach, with the ability to work across different Import CS activities rather than within a single functional silo.
• Continuous-improvement mindset, with willingness to challenge inefficient processes and embrace new systems and ways of working.chain management

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.

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.

Pacific International Lines (PIL) is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.