Customer Experience Officer - Shipping & Logistics

CMA CGM; Dammam; On-site; SAR 70,000 - 110,000; Full time

Job summary

CMA CGM Saudi Arabia is hiring a Customer Services Officer to join our customer-focused team. You will be the single-entry point for all queries, own cases end-to-end, and ensure timely responses to calls, emails, and chats while maintaining high service quality.

You will work with internal teams to resolve shipment issues, track KPIs, and promote value-added services. The role requires 2–5 years in shipping/logistics and strong communication and relationship management.

Qualifications

• 2–5 years of shipping & logistics experience.
• Strong customer and vendor relationship management.
• Excellent communication and decision-making skills.

Responsibilities

• Single-entry point for all customer care queries
• Full case ownership throughout the lifecycle
• 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 (e.g., Carrier Haulage or VGM)
• Manage all cases based on FIFO principle
• Promote and guide customers through the digital journey for a more efficient experience
• 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.)

Skills

Customer relations

Communication skills

Process improvement

Team player

Job description

CMA CGM Saudi Arabia is hiring a Customer Services Officer to join our customer-focused team. You will be the single-entry point for all queries, own cases end-to-end, and ensure timely responses to calls, emails, and chats while maintaining high service quality.

You will work with internal teams to resolve shipment issues, track KPIs, and promote value-added services. The role requires 2–5 years in shipping/logistics and strong communication and relationship management.