Senior CX Consultant – Reefer Customer Experience

About the role

Maersk is seeking a Senior CX Consultant to join its Nairobi team, focusing on temperature‑sensitive (reefer) cargo. The role ensures an exceptional customer experience by managing end‑to‑end execution of reefer shipments and acting as the primary point of contact for assigned customers.

Key responsibilities

• Own day‑to‑day relationships with reefer customers, providing proactive support on bookings, shipment status, vessel plans and documentation.
• Monitor shipment execution from booking through loading and delivery, tracking cargo readiness, equipment availability and milestone compliance.
• Coordinate with booking, equipment, depot, trucking, terminal, operations and commercial teams to resolve operational blockers.
• Validate reefer settings, routing instructions and shipment details in systems, escalating gaps before they affect cargo.
• Communicate vessel schedule changes, routing updates, port congestion and other disruptions clearly and early to customers.
• Prepare and share customer advisories, weekly updates and escalation summaries through agreed channels.
• Drive compliance with SOPs, SLAs and documentation cut‑offs to reduce missed sailings and service failures.
• Manage customer queries, complaints and disputes, focusing on root‑cause resolution and account retention.
• Support recovery of reefer‑related charges, ensuring validation, communication and timely billing.
• Maintain accurate system updates, shipment trackers and milestone reports for visibility and accountability.

Required profile

• Bachelor’s degree in Business, Logistics, Supply Chain or related field.
• Minimum two years of experience in logistics, supply chain, shipping or customer experience; reefer experience is a plus.
• Strong written and verbal communication skills and proven stakeholder‑management capability.
• Ability to prioritize competing issues, manage time‑sensitive escalations and deliver quality outcomes with minimal supervision.
• Understanding of Incoterms, customs documentation and SLA controls.
• Analytical mindset with problem‑solving skills and commercial awareness.

Required skills

• Advanced Excel for data analysis and reporting.
• Use of shipment trackers and operational reporting tools.
• Creation and interpretation of performance dashboards.