Customer Service Officer📣 Job Ad

About the Role

Matar Al Baqmi Holding Company is seeking a Customer Service Officer to join its Supply Chain team. This full-time role focuses on supporting logistics and delivery operations by coordinating daily activities between customers, drivers, dispatchers, and logistics personnel. The position is critical for ensuring efficient truck utilization, timely deliveries, and effective customer communication.

Key Responsibilities

• Monitor daily truck movements using GPS tracking systems, observing departures, arrivals, unloading, and returns.
• Identify and follow up on delayed, stationary, or route-deviating vehicles with drivers.
• Escalate significant delays, breakdowns, or route issues to relevant stakeholders.
• Track delivery trips against agreed turnaround times and maintain records of delays and recurring issues.
• Analyze delay trends and recommend corrective actions to enhance fleet utilization.
• Contact customers before dispatch to confirm delivery readiness, verify storage capacity, and manage postponement requests.
• Communicate customer requirements and restrictions to logistics teams to prevent unnecessary dispatches.
• Serve as the primary coordination point between customers, drivers, dispatchers, and logistics teams.
• Keep customers informed of delivery schedules and significant delays, and communicate customer instructions to drivers.
• Assist in resolving delivery-related customer concerns.
• Support the execution of daily dispatch and delivery plans, coordinating truck availability with schedules.
• Follow up on delayed, postponed, and rescheduled deliveries, and support the optimization of truck allocation.
• Coordinate with Operations, Sales, Maintenance, and third-party logistics providers regarding delivery issues.
• Ensure accurate maintenance of delivery documentation and trip records.

Exception Management

The Customer Service Officer will proactively identify issues impacting delivery performance, such as vehicle breakdowns, unloading delays, storage limitations, and driver availability. This includes taking immediate action to minimize disruption and escalating unresolved issues to the Logistics Supervisor or Manager. The role also involves maintaining logs of exceptions, delays, and corrective actions taken.

Reporting and Performance Monitoring

This role requires the preparation of daily and weekly logistics reports. These reports will cover planned versus completed deliveries, truck turnaround times, delayed deliveries, customer-related waiting and unloading delays, postponed or cancelled deliveries, truck utilization, and operational exceptions. The officer will identify recurring issues and provide data-driven recommendations for continuous improvement.

Candidate Profile

We are looking for a proactive and organized individual with strong coordination and communication skills. The successful candidate will demonstrate an ability to manage multiple tasks efficiently and contribute to the continuous improvement of logistics performance within a dynamic supply chain environment.

Application Process

Interested candidates are invited to apply for this full-time position. Salary details will be discussed during the interview process.