Customer Service Analyst – Shipping & Logistics

About the role

Pacific International Lines (PIL) is seeking a motivated Customer Service Analyst to join its global shipping and logistics team. You will act as the main point of contact for customers, handling booking requests, ensuring data accuracy, and supporting sales activities across the network.

Key responsibilities

• Download, process and forward daily booking requests to customers.
• Respond promptly to all customer inquiries and ensure requests are fulfilled.
• Maintain system accuracy for routes, weights, POL/PODs, commodities, temperature and related data.
• Coordinate with Documentation, Sales and other internal teams.
• Manage booking amendments, maintain customer records and follow‑up on regular/BID bookings.
• Provide phone support delivering excellent customer experience.
• Assist customers with problem solving and resolve grievances through internal liaison.
• 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 and multitasking abilities.
• Customer‑first mindset with strong interpersonal communication.

Required skills

• Proficiency in MS Office.
• Experience with CRM software.
• Familiarity with the Pocket PIL platform.