Customer Service Officer

Matar Holding company; Al Jubayl; On-site; SAR 120,000 - 180,000; Full time

Job summary

Matar Holding company is seeking a proactive Customer Service Officer to support logistics and delivery operations within the Supply Chain team. You will coordinate daily deliveries, monitor vehicle movements, and ensure timely, accurate communication with customers and drivers.

Ideal candidates have experience in logistics coordination and strong problem-solving abilities, with a keen eye for detail and safety.

Qualifications

• Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or related field preferred.
• Proven experience in customer service, logistics operations, or logistics coordination.

Responsibilities

• Coordinate daily deliveries between customers, drivers, dispatchers, and logistics teams.
• Monitor daily truck movements via GPS tracking and follow up on delays or issues.
• Confirm delivery readiness with customers and verify storage/silo capacity before release.
• Maintain records of delays and rearrangements, and escalate when needed.
• Prepare and review daily/weekly logistics reports on deliveries, turnaround times, and utilization.

Skills

Coordination

Organizational skills

Problem-solving

Customer service

Stakeholder management

Attention to detail

Multitasking

Health & safety

Communication

Reporting

Education

Diploma in Logistics

Bachelor's in Logistics

Tools

GPS tracking systems

Job description

We are seeking a proactive and organised Customer Service Officer to support logistics and delivery operations within the Supply Chain team. The role is responsible for coordinating daily deliveries between customers, drivers, dispatchers, and logistics personnel, ensuring efficient truck utilisation, timely deliveries, and excellent customer communication. The successful candidate will monitor vehicle movements, confirm customer readiness before dispatch, manage delivery exceptions, and support continuous improvement of logistics performance.

Key Responsibilities

Truck Movement & GPS Monitoring

• Monitor daily truck movements through GPS tracking systems
• Track departures, arrivals, unloading activities, and truck returns
• Identify delayed, stationary, or route-deviating vehicles
• Follow up with drivers regarding delays and operational issues
• Escalate significant delays, breakdowns, or route issues to relevant stakeholders

Trip Turnaround Time Control

• Monitor delivery trips against agreed turnaround times
• Maintain records of delays and recurring issues
• Analyse delay trends and recommend corrective actions to improve fleet utilisation

Customer Delivery Confirmation

• Contact customers prior to dispatch to confirm delivery readiness
• Verify storage and silo capacity before releasing deliveries
• Confirm delivery schedules and manage postponement requests

Customer & Driver Coordination

• Serve as the primary coordination point between customers, drivers, dispatchers, and logistics teams
• Keep customers informed of delivery schedules and significant delays
• Communicate customer instructions and delivery requirements to drivers
• Assist in resolving delivery-related customer concerns

Daily Logistics Coordination

• Support execution of daily dispatch and delivery plans
• Coordinate truck availability with delivery schedules
• Follow up on delayed, postponed, and rescheduled deliveries
• Support optimisation of truck allocation and utilisation
• Coordinate with Operations, Sales, Maintenance, and third-party logistics providers regarding delivery issues
• Ensure delivery documentation and trip records are maintained accurately

Exception Management

• Proactively identify issues affecting delivery performance, including vehicle breakdowns, unloading delays, storage limitations, and driver availability
• Take immediate action to minimise disruption
• Escalate unresolved issues to the Logistics Supervisor or Manager
• Maintain logs of exceptions, delays, and corrective actions

Reporting & Performance Monitoring

• Prepare daily and weekly logistics reports covering:
  • Planned versus completed deliveries
  • Truck turnaround times
  • Delayed deliveries
  • Customer-related waiting and unloading delays
  • Postponed or cancelled deliveries
  • Truck utilisation
  • Operational exceptions
• Identify recurring issues and provide data-driven recommendations for improvement

Requirements

Education

Diploma or Bachelor's degree in Logistics, Supply Chain Management, Business Administration, or a related field (preferred).

Experience

• Proven experience in customer service, logistics operations, logistics coordination, or a similar role

Skills & Competencies

• Strong coordination skills
• Good organisational and problem-solving abilities
• Knowledge of logistics operations, transportation processes, and inventory management principles
• Good customer service and stakeholder management skills
• Ability to communicate effectively with customers, drivers, vendors, and internal teams
• High attention to detail and accuracy in record-keeping
• Ability to manage priorities in a fast-paced operational environment
• Understanding of health and safety practices within logistics and warehouse operations
• Proficiency in tracking, reporting, and monitoring operational performance