Customer Service Analyst – Shipping & Logistics

About the role

Pacific International Lines (PIL) is seeking a proactive Customer Service Analyst to join its global shipping team. The role focuses on handling daily booking requests, ensuring data accuracy, and delivering exceptional service to both new and existing customers across the logistics network.

Key responsibilities

• Download, process, and forward daily booking requests to customers promptly.
• Maintain system accuracy for routes, weight, POL/POD, commodities, temperature, and related data.
• Communicate effectively with Documentation, Sales, and other internal teams.
• Manage booking amendments, maintain customer records, and ensure consistency of service.
• Follow up on regular and BID customer bookings to meet expected timelines.
• Provide phone support that delivers an excellent customer experience.
• Resolve customer issues, liaise with internal departments, and drive customer satisfaction.
• Promote and ensure adoption of 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.
• Customer‑first mindset with attention to detail.

Required skills

• Proficiency in MS Office.
• Experience with CRM software.