CMA CGM, Saudi Arabia, is staffed with knowledgeable and motivated industry professionals who work closely with its customers to provide them with the best possible service and high-quality transport of their cargo. As a result of expanding our organization, we are currently looking for a Customer Service Officer to join our fast-growing and challenging organization.
Position: Customer Services Officer
Location: Jeddah
Job Overview:
The Customer Service Officer is responsible for managing customer inquiries, resolving complaints, and ensuring a high level of customer satisfaction throughout the shipping process. This role collaborates closely with internal teams to ensure timely case resolution, communicate shipment updates, and optimize service delivery. The ideal candidate will leverage strong communication and problem-solving skills to improve customer experience, monitor key performance indicators, and support continuous process improvement.
Advanced Desk Responsibilities:
- Single-entry point for all customer care queries
- Full case ownership throughout the entire lifecycle – no 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 with customers regarding operational updates (vessel delays, rollovers, etc.)
- Follow up on customer KPIs such as FCRR, TAT, and NPS
- Conduct regular meetings with customers to drive continuous improvement
- Identify and promote value-added services (VAS) such as Carrier Haulage or VGM
Standard Desk:
- Manage all cases based on FIFO (First In – First Out) principle
- Promote and guide customers through the digital journey for a more efficient experience
Special Desk:
- Handle Direct Delivery and Breakbulk shipments
- Execute and follow up on delivery processes
- Manage tailored solutions for special cargo and commodities
- Regularly meet with customers to review business needs
- Act as setup point for special exceptions (e.g., fruit, cross-sell, etc.)
Qualifications & Profile:
- 2-4 years of experience in Shipping & Logistics
- Strong customer and vendor relationship management skills
- Proven ability to drive change, innovation, and process improvement
- Excellent communication, presentation, and decision-making skills
- Team player with a proactive and professional attitude
- Proficient in MS Office applications
- Excellent verbal and written communication skills.
