Customer Service Officer

About the role

We are seeking a Customer Service Officer to join CMA CGM’s Jeddah team. In this role you will act as the single point of contact for all customer inquiries, managing cases from initiation to resolution while supporting the efficient movement of cargo.

Key responsibilities

• Serve as the single‑entry point for all customer care queries via calls, cases and chats, adhering to SLA timelines.
• Own each case throughout its lifecycle, handling complaints, shipment disruptions and providing operational updates such as vessel delays or rollovers.
• Coordinate with internal teams to ensure timely resolution 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 such as Carrier Haulage or VGM.
• Manage cases on a FIFO basis, guiding customers through digital tools for a more efficient experience.
• Handle direct delivery and break‑bulk shipments, execute delivery processes and tailor solutions for special cargo.
• Act as the setup point for special exceptions (e.g., fruit, cross‑sell) and regularly review business needs with customers.

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.