Customer Service Officer (Shipping & Logistics)

About the role

CMA CGM is seeking a Customer Service Officer to join its fast‑growing team in Jeddah. You will act as the single point of contact for customers, managing their queries and shipment issues from start to finish while ensuring high service standards.

Key responsibilities

• Serve as the single‑entry point for all customer care queries and own each case throughout its lifecycle.
• Respond to calls, cases and chats within SLA timelines and handle complaints or shipment disruptions professionally.
• Coordinate with internal teams to resolve issues, communicate operational updates such as vessel delays, and follow up on KPIs (FCRR, TAT, NPS).
• Conduct regular customer meetings to drive continuous improvement and promote value‑added services like Carrier Haulage or VGM.
• Manage cases using FIFO principles, guide customers through digital tools, and handle special shipments (Direct Delivery, Breakbulk, fruit, cross‑sell).

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.