Customer Service Specialist – Shipping & Logistics

About the role

Pacific International Lines (PIL) is looking for a proactive Customer Service Specialist to join its global shipping and logistics team. The role serves as the primary point of contact for customers, handling contracts, bookings and sales coordination while supporting revenue growth across PIL’s extensive network.

Key responsibilities

• Download, process and forward daily booking requests to customers promptly.
• Manage all customer demands, ensuring timely and accurate responses.
• Maintain system accuracy for routes, weight, POL/POD, commodities, temperature and related data.
• Coordinate closely with Documentation and Sales teams to ensure seamless operations.
• Handle booking amendments, maintenance and record customer specific requirements.
• Follow up regular and BID customers to confirm shipment timelines.
• Provide phone support that delivers an excellent customer experience.
• Actively pursue customer satisfaction and go the extra mile for excellence.
• Assist customers with problem solving and liaise with internal departments to resolve grievances.
• Promote and ensure adherence to the Pocket PIL tool for volume migration.

Required profile

• Bachelor’s degree in Business, Logistics or a related field.
• Proven experience in customer service within the shipping or logistics industry.
• Strong knowledge of import/export processes and documentation.
• Excellent organizational, problem‑solving, communication and negotiation skills.
• Ability to work with international clients and interpret technical documents.
• Proficiency in English at B1/B2 level or higher.

Required skills

• MS Office
• CRM software