CX Consultant

Maersk is a global integrated logistics company dedicated to connecting and simplifying its customers’ supply chains worldwide.

Maersk is seeking a CX Consultant for its Customer Experience team in Nairobi, Kenya, to contribute to the company's mission of transforming global trade through simplified supply chains. The consultant will be instrumental in leading and coordinating comprehensive operational activities, aiming to achieve exceptional customer service, operational efficiency, and sustained business expansion. Key responsibilities include managing specific customer accounts, ensuring smooth delivery of logistics services, enhancing customer satisfaction, contributing to profitability, and fostering strong collaboration with both internal and external stakeholders.

1. Cultivate and maintain strong relationships with key assigned customers, ensuring timely query resolution and consistent service delivery.
2. Collaborate closely with field operations, agents, and internal departments to ensure seamless execution, reliable service, and sustainable relationships.
3. Plan, coordinate, and follow up on operational activities with field teams and relevant functions, including field visits, to ensure efficient and customer-centric completion.
4. Assist the Head of Department in executing weekly and monthly business development and customer performance review plans.
5. Monitor job-level profitability, track P&L performance, and ensure all activities are commercially viable and align with margin expectations.
6. Identify, escalate, and support the resolution of direct or indirect cost exposures that could negatively impact profitability.
7. Ensure the timely dispatch of customer invoices and all related documentation, supporting accurate billing and recovery of applicable charges.
8. Professionally resolve customer queries, complaints, and disputes, focusing on root-cause resolution and customer retention.
9. Collaborate with team members, other functions, supervisors, and the department head to achieve overall operational and commercial objectives.
10. Coordinate customs house brokerage (CHB), value-added services (VAS), trucking, warehousing, and other logistics services as required.
11. Regularly capture Voice of Customer feedback and translate insights into practical improvements for inland delivery performance and customer experience.
12. Maintain accurate and timely system updates and process customer requests according to defined procedures and service standards.
13. Ensure all applicable costs are updated in relevant systems promptly and recoverable charges are accurately passed on to customers.
14. Proactively identify, pursue, and support upselling and cross-selling opportunities across Logistics and Services.
15. Provide clear, proactive, and timely updates to customers through agreed communication channels.
16. Perform additional assignments delegated by the line manager to support business priorities.
17. Maintain up-to-date customer-specific Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).
18. Ensure full adherence to business norms, terms, and conditions.
19. Identify, escalate, and mitigate operational and customer risks.
20. Maintain clear and timely communication with customers, agents, vendors, and internal stakeholders.
21. Improve service delivery and customer experience to drive good Net Promoter Score (NPS) performance.
22. Drive customer retention, growth, and churn prevention.
23. Achieve agreed individual targets and performance objectives.

1. Undergraduate degree in Business or a related field.
2. Strong written and verbal communication skills, with the ability to present information clearly and professionally.
3. Proven stakeholder management capability, including the ability to influence, align, and follow through with internal and external stakeholders.
4. Strong customer orientation, a collaborative mindset, and agility in a fast-paced operational environment.
5. Ability to effectively prioritize workload, manage competing deadlines, and deliver quality outcomes with minimal supervision.
6. Sound understanding of INCOTERMS, customs documentation, and import/export processes.
7. Comfortable working with data, Excel, and operational reports, possessing strong analytical and problem-solving skills.
8. Bachelor’s degree in business, Logistics, Supply Chain, or a related field.
9. Minimum of two years’ experience in the logistics, supply chain, shipping, or related industry.
10. Strategic and solution-oriented thinking, capable of translating customer and operational needs into practical actions.
11. Strong business acumen and commercial awareness, with a focus on profitability and sustainable growth.
12. Confident communication skills to engage professionally with customers, vendors, agents, and internal stakeholders.
13. Results-driven, accountable, and disciplined in fulfilling commitments.
14. Strong relationship-building skills to create value-based partnerships.
15. Analytical, detail-oriented, and proactive in identifying issues, risks, and improvement opportunities.
16. Self-driven and dependable, able to work independently while maintaining strong team collaboration.
17. Excellent time-management skills, a high sense of urgency, and strong ownership of assigned responsibilities.
18. Resilient, adaptable, and composed when managing pressure, complexity, and changing business priorities.