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Customer Service Excellence Manager

1 month ago

Singapore PACIFIC INTERNATIONAL LINES (PRIVATE) LIMITED Full time
Roles & Responsibilities

Customer Service Excellence Manager, Group Commercial & Agency Management

Singapore

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 Customer Service Excellence Manager will play a critical role in shaping and driving the customer service strategy for a leading container shipping line. Based at the Global HQ Commercial & Agency Network Division, this role will focus on designing and implementing strategic initiatives that elevate customer satisfaction, improve service delivery, and align customer experience with the company's global business objectives. The successful candidate will act as a thought leader, partnering with regional teams, technology, and operational functions to ensure a seamless, customer-centric approach across all touchpoints.

Key Responsibilities:

1. Customer Experience Strategy Development:

• Develop and implement a global customer service experience strategy aligned with business goals.

• Identify trends, opportunities, and challenges in customer experience and propose innovative, data-driven solutions.

• Create frameworks to assess and enhance end-to-end customer journeys.

2. Voice of Customer (VoC) Program:

• Design and manage customer feedback mechanisms (surveys, NPS, customer focus groups).

• Analyze customer data to uncover insights that drive decision-making.

• Collaborate with internal teams to ensure customer pain points are addressed through process improvements and policy changes.

3. Performance Measurement and Reporting:

• Develop KPIs and metrics to evaluate customer service performance and experience (NPS, CSAT, first-response resolution, etc.).

• Create and deliver executive-level dashboards and presentations to communicate performance insights and strategic recommendations.

4. Service Standardization and Process Improvement:

• Define global service standards and best practices to ensure consistent customer experiences.

• Lead cross-functional initiatives to optimize customer touchpoints, including digital tools, service platforms, and communication channels.

5. Digital Transformation & Technology Enablement:

• Collaborate with IT and product teams to leverage digital solutions, automation, and AI for improved customer interactions.

• Drive the adoption of self-service tools and platforms to enhance customer convenience and reduce friction.

6. Collaboration and Change Leadership:

• Partner with regional customer service teams, sales, operations and suitable external vendors to roll out strategic initiatives and monitor adoption.

• Act as a change leader, promoting a customer-first mindset across the organization.

• Develop training and communication plans to embed customer experience principles into the company culture.

7. Market Research & Benchmarking:

• Stay abreast of global customer service trends and best practices in container shipping and logistics.

• Benchmark competitors and other industries to identify differentiators and areas for improvement.

MUST HAVE:

  • Bachelor's degree in Business Administration, Project Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field.
  • 8+ 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.
  • Strong leadership and team management capabilities with the ability to inspire and motivate.
  • Exceptional customer focus and ability to manage complex, customer-facing challenges.
  • Analytical mindset with expertise in using data to drive decision-making.
  • Proficiency in CRM tools, Microsoft Office Suite, and other customer service platforms.
  • Excellent communication and interpersonal skills, both written and verbal.

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.

https://careers.pilship.com/

Tell employers what skills you have

Leadership
Microsoft Office
Strategy Development
Customer Experience
Process Improvement
Interpersonal Skills
Customer Engagement
Sales Operations
Team Management
Supply Chain Management
Customer Satisfaction
Customer Focus
Customer Service
Customer Service Excellence
Benchmarking
Shipping
Service Delivery
Customer Service Experience