Customer Success Specialist - Logistics & Shipments

CMA CGM, Saudi Arabia, is staffed with knowledgeable and motivated industry professionals who work closely with its customers to provide them with the best possible service and high-quality transport of their cargo. As a result of expanding our organization, we are currently looking for a Customer Service Officer to join our fast-growing and challenging organization.

Position: Customer Services Officer

Location: Jeddah

Advanced Desk 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

Standard Desk:

• Manage all cases based on FIFO (First In - First Out) principle

• Promote and guide customers through the digital journey for a more efficient experience

Special Desk:

• 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.)

Qualifications & Profile:

• 2-5 years of experience in Shipping & Logistics

• Strong customer and vendor relationship management skills

• Proven ability to drive change, innovation, and process improvement

• Excellent communication, presentation, and decision-making skills

• Team player with a proactive and professional attitude

• Proficient in MS Office applications