Customer Service Officer – Shipping & Logistics

About the role

CMA CGM is seeking a Customer Service Officer to join its Jeddah team. You will act as the single point of contact for customer inquiries, managing cases from start to finish and ensuring high‑quality service throughout the cargo transport process.

Key responsibilities

• Serve as the single‑entry point for all customer care queries and own each case through its entire lifecycle.
• Respond to calls, cases, and chats within SLA timelines, handling complaints and shipment disruptions professionally.
• Coordinate with internal teams to resolve issues and communicate operational updates such as vessel delays.
• 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 principle and guide customers toward digital solutions.
• Handle Direct Delivery and Breakbulk shipments, execute delivery processes, and provide tailored solutions for special cargo.

Required profile

• 2‑5 years of experience in shipping and logistics.
• 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.