Customer Service Officer – Logistics & Shipping

About the role

The Customer Service Officer will act as the main liaison between clients, internal teams and overseas offices, ensuring smooth export and import operations. The role combines documentation coordination, shipment tracking, billing follow‑up and proactive communication to deliver high‑quality service.

Key responsibilities

• Prepare and distribute refund lists to relevant parties.
• Update mailing information in internal systems.
• Handle NMC requests, create new system accounts and follow up on invoices.
• Track containers, prioritize transshipment ports and keep sales teams informed.
• Initiate and manage lost Bill of Lading procedures for both import and export.
• Assist clients with export bookings and respond to all client phone calls.
• Provide copies of invoices, Bills of Lading, waybills and telex releases as required.
• Check detention, demurrage, container delivery dates and coordinate with counters.
• Identify upsell and cross‑sell opportunities for value‑added services such as carrier haulage, VGM and CEVA services.
• Own projects and surveys launched by headquarters and regional offices.

Required profile

• Bachelor’s degree in Business, Marketing or a related field (MBA preferred).
• Minimum 5 years of experience in logistics, shipping or related customer service roles.
• Strong ability to learn shipping processes quickly and work under pressure.

Required skills

• In‑depth knowledge of the shipping industry and CMA CGM services.
• Proficiency in handling export/import documentation and customs procedures.
• Negotiation and client‑orientation abilities.
• Analytical, problem‑solving and time‑management capabilities.
• Clear written and verbal communication.