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 entry point for all customer queries, managing each case from start to finish while ensuring high‑quality service and timely cargo transport.

Key responsibilities

• Serve as the single‑entry point for all customer care queries.
• Own each case throughout its lifecycle without forwarding to other departments.
• Respond to customer calls, cases, and chats within SLA timelines.
• Handle complaints and shipment disruptions professionally and efficiently.
• Coordinate with internal teams to ensure timely resolution.
• Communicate operational updates such as vessel delays or rollovers.
• Monitor and follow up on customer KPIs including FCRR, TAT, and NPS.
• Conduct regular meetings with customers to drive continuous improvement.
• Promote value‑added services such as Carrier Haulage or VGM.
• Manage cases using FIFO principle and guide customers through digital tools.
• Handle Direct Delivery and Breakbulk shipments and manage tailored solutions for special cargo.

Required profile

• 2‑5 years of experience in shipping and logistics.
• Strong customer and vendor relationship management skills.
• Proven ability to drive change, innovation, and process improvement.
• Excellent communication, presentation, and decision‑making abilities.
• Team player with a proactive and professional attitude.

Required skills

• MS Office Applications