Customer Experience Consultant – Logistics

About the role

Maersk Line is seeking a Customer Experience (CX) Consultant to join its Customer Experience team in Nairobi. The role involves managing assigned customer accounts and coordinating end‑to‑end logistics operations to ensure service excellence and sustainable growth.

Key responsibilities

• Own and manage relationships with key customers, ensuring timely resolution of queries and delivery against service commitments.
• Coordinate operational activities with field teams, agents and internal functions to guarantee reliable service delivery.
• Monitor profitability, track P&L performance and ensure commercial viability of activities.
• 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.

Required profile

• Undergraduate degree in Business, Logistics, Supply Chain or a related field.
• Minimum two years of experience in logistics, shipping or supply‑chain environments.
• Strong written and verbal communication and stakeholder‑management abilities.
• Ability to prioritize workload, meet deadlines and work independently.
• Sound understanding of INCOTERMS, customs documentation and import/export processes.
• Comfortable working with data, Excel and operational reports, with strong analytical skills.

Required skills

• Excel
• INCOTERMS
• Customs documentation
• Import/export processes
• Data analysis
• Operational reporting