Customer Service Officer – Shipping & Logistics

About the role

CMA CGM is expanding its Saudi Arabia operations and seeks a Customer Service Officer to act as the primary point of contact for clients, ensuring smooth cargo transport and high‑quality service. The role combines proactive communication, issue resolution, and continuous improvement of customer experience within the shipping and logistics environment.

Key responsibilities

• Serve as the single‑entry point for all customer inquiries, managing each case from start to finish.
• Respond to calls, emails, and chats within defined SLA timelines.
• Handle complaints and shipment disruptions professionally, coordinating with internal teams for timely solutions.
• Communicate operational updates such as vessel delays or rollovers to customers.
• Monitor and follow up on customer KPIs including FCRR, TAT, and NPS.
• Conduct regular meetings with customers to drive continuous improvement and promote value‑added services.
• Manage cases using FIFO principles and guide customers toward digital tools for efficiency.
• Oversee special shipments (Direct Delivery, Breakbulk) and tailor solutions for unique cargo requirements.

Required profile

• 2‑5 years of experience in shipping, logistics, or related customer service roles.
• Strong customer and vendor relationship management abilities.
• Proven track record of driving change, innovation, and process improvement.
• Excellent communication, presentation, and decision‑making skills.
• Team‑player attitude with a proactive and professional approach.

Required skills

• Proficiency in Microsoft Office applications.