Customer Service Officer (Shipping & Logistics)

About the role

We are looking for a Customer Service Officer to join CMA CGM in Jeddah. The role involves being the single point of contact for all customer inquiries related to shipping and logistics, ensuring high‑quality service throughout the cargo lifecycle.

Key responsibilities

• Act as the sole entry point for customer care queries, managing each case from start to finish.
• Respond to calls, emails and chat messages within SLA timelines.
• Handle complaints and shipment disruptions professionally, coordinating with internal teams for timely resolution.
• Communicate operational updates such as vessel delays or rollovers to customers.
• Monitor and improve 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 through digital tools.
• Oversee special shipments such as Direct Delivery and Breakbulk, providing tailored solutions.

Required profile

• 2‑5 years of experience in shipping, logistics or related customer service roles.
• Strong relationship‑building skills with customers and vendors.
• Proven ability to drive change, innovation and process improvement.
• Excellent communication, presentation and decision‑making abilities.
• Team‑player attitude with a proactive and professional approach.

Required skills

• Proficiency in MS Office applications.