Senior CX Consultant

About the role

At Maersk we are transforming global trade by connecting and simplifying customers’ supply chains. We are looking for a Senior CX Consultant to join our Nairobi team. The role is focused on delivering an exceptional customer experience for temperature‑sensitive (reefer) shipments in a fast‑paced logistics environment.

Key responsibilities

• Own day‑to‑day relationships with assigned reefer customers, providing proactive support on bookings, shipment status, vessel plans and documentation.
• Monitor end‑to‑end execution of reefer shipments, ensuring cargo readiness, equipment availability, stuffing timelines and handover milestones.
• Coordinate with booking, equipment, depot, trucking, terminal, operations and commercial teams to resolve operational blockers.
• Validate reefer settings, special cargo requirements and routing instructions, escalating gaps before they affect the cargo.
• Communicate vessel schedule changes, cut‑and‑run, shut‑outs and other disruptions clearly and early to customers.

Required profile

• Bachelor’s degree in Business, Logistics, Supply Chain or a related field.
• Strong written and verbal communication skills with the ability to issue clear customer updates and service‑recovery messages.
• Proven stakeholder‑management capability across customers, sales, equipment, depot, trucking, terminal and finance teams.

Required skills

• Advanced Excel for data analysis and shipment tracking.
• Ability to work with shipment trackers, operational reports and performance dashboards.