Customer Service Officer📣 Job Ad

About the Role

Matar Al-Baqami Holding is seeking a Customer Service Officer to join the Supply Chain team in Al Jubail, Eastern Province. This full-time role focuses on supporting logistics and delivery operations by coordinating daily activities between customers, drivers, dispatchers, and logistics personnel. The objective is to ensure efficient truck utilization, timely deliveries, and effective customer communication.

Key Responsibilities

• Monitor daily truck movements using GPS tracking systems, including departures, arrivals, unloading, and returns.
• Identify and follow up on delayed, stationary, or route-deviating vehicles with drivers, escalating significant issues to relevant stakeholders.
• Control trip turnaround times, maintaining records of delays and recurring issues, and recommending corrective actions.
• Contact customers prior to dispatch to confirm delivery readiness, verify storage capacity, and manage postponement requests.
• Serve as the primary coordination point between customers, drivers, dispatchers, and logistics teams, communicating schedules, delays, and delivery instructions.
• Support daily dispatch and delivery plans, coordinating truck availability and following up on delayed or rescheduled deliveries.
• Manage exceptions by identifying issues affecting delivery performance and taking immediate action to minimize disruption, escalating unresolved issues as needed.
• Prepare daily and weekly logistics reports on planned versus completed deliveries, turnaround times, delays, and operational exceptions.

Qualifications and Experience

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

Required Skills and Competencies

• Strong coordination, organizational, and problem-solving abilities.
• Knowledge of logistics operations, transportation processes, and inventory management principles.
• Effective 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.

Work Environment

This role is based in Al Jubail, Eastern Province, and operates within a dynamic supply chain team focused on daily logistics and delivery coordination.