Senior Customer Experience Consultant – Reefer Logistics

About the role

We are seeking a Senior Customer Experience Consultant to manage reefer (temperature‑sensitive) customer relationships and coordinate end‑to‑end execution of shipments for Maersk Line in Nairobi. The role focuses on delivering an exceptional customer experience while ensuring reliable movement of refrigerated cargo.

Key responsibilities

• Own day‑to‑day relationships with assigned reefer customers, providing proactive support on bookings, shipment status, vessel plans and documentation.
• Monitor shipment execution from booking through loading and delivery, ensuring cargo readiness, equipment availability, stuffing timelines and handover milestones.
• Coordinate with booking, equipment, depot, trucking, terminal, operations, control tower and commercial teams to resolve operational blockers.
• Validate reefer settings, special cargo requirements and routing instructions in the relevant systems and escalate gaps.
• Track vessel schedules, routing changes, port congestion and equipment constraints, communicating impacts to customers early.

Required profile

• Bachelor’s degree in Business, Logistics, Supply Chain or a related field.
• Minimum two years of experience in logistics, shipping or supply‑chain customer experience; reefer experience is an advantage.
• Strong written and verbal communication skills and proven stakeholder‑management capability.
• Good understanding of INCOTERMS, customs documentation and SLA controls.

Required skills

• Advanced Excel for data analysis and reporting.
• Proficiency with shipment tracking systems and operational dashboards.
• Analytical and problem‑solving abilities to identify cost exposure and support charge recovery.