Customer Experience Consultant – Nairobi

About the role

Maersk is seeking a Customer Experience (CX) Consultant to join its Customer Experience team in Nairobi. The role will lead end‑to‑end operational activities, ensuring seamless logistics service delivery, high customer satisfaction and profitable growth.

Key responsibilities

• Own and manage relationships with assigned key customers, resolving queries and meeting service commitments.
• Coordinate with field operations, agents and internal functions to guarantee reliable service delivery and sustainable partnerships.
• Plan, execute and follow up on operational activities, including field visits, to meet customer expectations.
• Monitor job‑level profitability, track P&L performance and ensure commercial viability.
• Handle invoicing, billing and recovery of charges while maintaining accurate system updates.
• Resolve customer complaints and disputes with a focus on root‑cause analysis and retention.
• Capture Voice of Customer feedback and translate insights into process improvements.
• Identify and support upselling and cross‑selling opportunities across logistics services.

Required profile

• Undergraduate degree in Business, Logistics, Supply Chain or related field.
• Minimum two years of experience in logistics, supply chain, shipping or a related industry.
• Strong stakeholder‑management and communication abilities.
• Ability to prioritize workload, meet deadlines and work independently.

Required skills

• Knowledge of INCOTERMS and customs documentation.
• Understanding of import/export processes.
• Proficiency with Excel and data analysis for operational reporting.