Shipping & Logistics Customer Experience Specialist

CMA CGM; Jeddah; On-site; SAR 60,000 - 100,000; Full time

Job summary

CMA CGM in Jeddah is seeking a Customer Services Officer to manage end-to-end customer care for shipping and logistics. You will serve as the single-entry point for queries, drive timely resolutions, and coordinate with internal teams to provide high-quality transport services.

You will handle direct deliveries, special shipments, and value-added services while maintaining FIFO operations and promoting the digital journey for customers. Strong communication and relationship skills are essential.

Qualifications

• 2–5 years of experience in Shipping & Logistics.
• Strong customer and vendor relationship management.
• Proven ability to drive change, innovation, and process improvement.
• Excellent communication, presentation, and decision-making skills.
• Team player with a proactive and professional attitude.

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.
• Manage all cases based on FIFO (First In – First Out) 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 service

Vendor management

Process improvement

Communication skills

MS Office

Job description

CMA CGM in Jeddah is seeking a Customer Services Officer to manage end-to-end customer care for shipping and logistics. You will serve as the single-entry point for queries, drive timely resolutions, and coordinate with internal teams to provide high-quality transport services.

You will handle direct deliveries, special shipments, and value-added services while maintaining FIFO operations and promoting the digital journey for customers. Strong communication and relationship skills are essential.