Logistics Dispatch & Customer Service Coordinator

Matar Al Baqmi Holding Company; Al Jubayl; On-site; SAR 60,000 - 90,000; Full time

Job summary

Matar Al Baqmi 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 between customers, drivers, dispatchers, and logistics personnel to ensure timely deliveries and clear customer communication.

The role involves monitoring vehicle movements via GPS, confirming readiness before dispatch, managing exceptions, and contributing to continuous improvement of logistics performance

Qualifications

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

Responsibilities

• 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.
• 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.
• Communicate customer requirements and restrictions to logistics teams.
• Prevent unnecessary dispatches to customers unable to receive deliveries.
• 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 vs 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.

Skills

Coordination skills

Organisational skills

Logistics knowledge

Customer service

Stakeholder management

Effective communication

Attention to detail

Prioritisation

Health and safety awareness

Tracking and reporting

Education

Diploma or Bachelor's in Logistics

Job description

Matar Al Baqmi 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 between customers, drivers, dispatchers, and logistics personnel to ensure timely deliveries and clear customer communication.

The role involves monitoring vehicle movements via GPS, confirming readiness before dispatch, managing exceptions, and contributing to continuous improvement of logistics performance