Senior CX Consultant

Maersk is transforming global trade by connecting and simplifying customers’ supply chains.

Maersk is actively seeking a Senior CX Consultant to join their team in Nairobi, Kenya. The successful candidate will be responsible for ensuring an outstanding customer experience and overseeing the complete execution process for reefer (temperature-sensitive) shipments, contributing to Maersk's mission of simplifying global trade.

1. Own daily relationships with assigned reefer customers, providing timely, accurate, and proactive support for bookings, shipment status, vessel plans, documentation timelines, and exceptions.
2. Monitor reefer shipment execution from booking through loading and delivery, ensuring close follow-up on cargo readiness, equipment availability, stuffing timelines, gate-in, pre-advice, documentation compliance, and handover milestones.
3. Coordinate with booking, equipment, depot, trucking, CHB, terminal, operations, control tower, and commercial teams to ensure reliable movement of temperature-sensitive cargo and timely resolution of operational blockers.
4. Validate reefer settings, special cargo requirements, routing instructions, and shipment details, ensuring accurate updates in relevant systems and escalating gaps or errors before they impact cargo or customers.
5. Track vessel schedules, routing changes, cut-and-run, shut-out, port congestion, system downtime, equipment constraints, and reefer plug limitations, communicating customer-impacting changes clearly and early.
6. Prepare and share customer advisories, weekly reefer updates, shipment-specific updates, and escalation summaries through agreed communication channels, confirming informal updates via email where required.
7. Drive compliance with customer SOPs, SLAs, documentation cut-offs, vessel acceptance timelines, and agreed ways of working to reduce rollovers, missed sailings, and avoidable service failures.
8. Manage customer queries, complaints, and disputes professionally, focusing on root-cause resolution, service recovery, and retention of reefer accounts.
9. Monitor and support the recovery of reefer-related charges, including LAR, storage, detention, plug-in, extra operational charges, and other applicable pass-through costs, ensuring charges are validated, supported, communicated, and billed on time.
10. Maintain accurate system updates, shipment trackers, milestone reports, and customer status reports to enable visibility, accountability, and timely operational follow-up.
11. Capture Voice of Customer feedback, service risks, and recurring operational pain points, then translate insights into practical improvements for reefer service delivery and customer experience.
12. Maintain up-to-date customer-specific reefer SOPs, SLAs, contact matrices, and documentation timelines.
13. Ensure timely customer communication on vessel plans, routing changes, rollovers, cut-and-run, shut-outs, system downtime, and other reefer disruptions.
14. Drive adherence to stuffing, documentation, pre-advice, gate-in, and vessel acceptance timelines to reduce avoidable missed sailings.
15. Maintain clear shipment visibility through accurate system updates, trackers, customer reports, and milestone follow-up.
16. Identify, escalate, and mitigate operational, temperature-control, equipment, documentation, and customer risks early.
17. Support accurate and timely billing, validation, customer notification, and recovery of reefer-related extra charges.
18. Improve service delivery, customer experience, CSLS/NPS performance, and retention of reefer customers.
19. Achieve agreed individual targets, service-call expectations, and performance objectives.

1. Bachelor’s degree in Business, Logistics, Supply Chain, or a related field.
2. Strong written and verbal communication skills, with the ability to issue clear customer updates, advisories, escalation summaries, and service recovery communication.
3. Good understanding of reefer operations, temperature-sensitive cargo, vessel timelines, documentation cut-offs, container movement milestones, and exception handling.
4. Proven stakeholder management capability, including the ability to influence and follow through with customers, sales, equipment, depot, trucking, CHB, terminal, operations, control tower, and finance teams.
5. Strong customer orientation, collaboration mindset, urgency, and agility in a fast-moving reefer operational environment.
6. Ability to prioritize competing shipment issues, manage time-sensitive escalations, and deliver quality outcomes with minimal supervision.
7. Sound understanding of INCOTERMS, customs documentation, import/export processes, cargo readiness requirements, and customer SLA controls.
8. Comfortable working with data, Excel, shipment trackers, operational reports, and customer performance dashboards, with strong analytical and problem-solving skills.
9. Ability to identify cost exposure, validate supporting documents, and support timely recovery of applicable charges.
10. Minimum of two years’ experience in logistics, supply chain, shipping, customer experience, or a related industry; reefer experience is an added advantage.
11. Proactive, solution-oriented thinker who can translate customer needs, cargo sensitivity, and operational risks into practical actions.
12. High sense of urgency and ownership, especially when managing time-critical reefer movements and customer-impacting exceptions.
13. Strong business acumen and commercial awareness, with a focus on service reliability, charge recovery, profitability, and sustainable customer growth.
14. Confident communicator who can engage customers, vendors, agents, depots, terminals, and internal stakeholders professionally.
15. Results-driven, accountable, and disciplined in following through on commitments, escalations, and customer updates.
16. Strong relationship builder with the ability to create value-based partnerships and understand the customer’s supply chain priorities.
17. Analytical, detail-oriented, and proactive in identifying operational patterns, risks, service gaps, and improvement opportunities.
18. Self-driven and dependable, with the ability to work independently while maintaining strong team collaboration.
19. Resilient, adaptable, and composed when managing pressure, disruption, changing vessel plans, and complex stakeholder expectations.