Customer Service Officer

About the Role

CMA CGM, a global leader in shipping and logistics, is expanding its operations in Saudi Arabia and is seeking a highly motivated Customer Service Officer to join our dynamic team in Jeddah. This role is pivotal in ensuring our customers receive exceptional service while maintaining the highest standards of cargo transport efficiency. As a Customer Service Officer, you will serve as the primary point of contact for customer inquiries, complaints, and operational updates, playing a critical role in driving customer satisfaction and loyalty.

Key Responsibilities

In this multifaceted position, you will be responsible for managing customer interactions with professionalism and efficiency. Your duties will include:

• Advanced Desk Responsibilities:
  • Act as the single-entry point for all customer care queries, ensuring no issue is overlooked or passed to other departments without resolution.
  • Provide full case ownership from initiation to closure, maintaining accountability and transparency throughout the process.
  • Respond to customer inquiries via calls, emails, and chats within predefined Service Level Agreements (SLAs) to ensure timely resolution.
  • Address and resolve complaints and shipment disruptions with a focus on professionalism and efficiency.
  • Collaborate closely with internal teams, including operations, sales, and logistics, to facilitate seamless issue resolution and customer support.
  • Proactively communicate operational updates, such as vessel delays or rollovers, to keep customers informed and mitigate potential disruptions.
  • Monitor and follow up on key performance indicators (KPIs) such as Freight Collection and Release Rate (FCRR), Turnaround Time (TAT), and Net Promoter Score (NPS) to drive continuous improvement.
  • Organize and lead regular meetings with customers to review performance, address concerns, and identify opportunities for service enhancement.
  • Promote value-added services (VAS) such as Carrier Haulage or Verified Gross Mass (VGM) to enhance customer experience and operational efficiency.
• Standard Desk Responsibilities:
  • Manage customer cases using the First In, First Out (FIFO) principle to ensure fair and timely processing.
  • Guide customers through their digital journey by providing training and support on digital tools and platforms to streamline their experience.
• Special Desk Responsibilities:
  • Handle Direct Delivery and Breakbulk shipments with precision, ensuring all processes are executed flawlessly.
  • Follow up on delivery processes to confirm timely and accurate execution, addressing any discrepancies promptly.
  • Develop and implement tailored solutions for special cargo and commodities, ensuring compliance with regulatory and customer requirements.
  • Conduct regular meetings with customers to assess their evolving business needs and propose customized logistics solutions.
  • Act as the primary setup point for special exceptions, such as perishable goods or cross-selling opportunities, to meet unique customer demands.

Qualifications & Skills

To excel in this role, you will bring a blend of industry experience, technical proficiency, and exceptional interpersonal skills. The ideal candidate will possess the following:

• Experience: A minimum of 2-5 years in the Shipping & Logistics industry, with a proven track record in customer service or account management.
• Customer & Vendor Relationship Management: Strong ability to build and maintain long-term relationships with customers and vendors, fostering trust and collaboration.
• Change Management: Demonstrated ability to drive change, innovation, and process improvements within a fast-paced environment.
• Communication & Presentation: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively.
• Decision-Making: Proven capability to make informed, timely decisions under pressure while maintaining a customer-centric approach.
• Team Collaboration: A proactive and professional attitude, with a strong commitment to teamwork and cross-functional collaboration.
• Technical Proficiency: Advanced proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, to support data analysis and reporting.

If you are a results-driven professional with a passion for customer service and a desire to contribute to a leading global logistics organization, we invite you to apply for this exciting opportunity with CMA CGM.