Customer Experience Consultant

About the role

Maersk is seeking a Customer Experience Consultant to join its CX team in Nairobi, Kenya. You will lead end‑to‑end operational activities, manage key customer accounts and ensure seamless logistics service delivery while driving customer satisfaction and profitable growth.

Key responsibilities

• Own and nurture relationships with assigned key customers, ensuring timely query resolution and adherence to 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 efficiently.
• Monitor job‑level profitability, track P&L performance and manage cost exposures to protect margins.
• Handle customer invoices, billing accuracy and dispute resolution 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 with proven stakeholder‑management capability.
• Ability to prioritize workload, meet deadlines and deliver quality outcomes with minimal supervision.
• Solid understanding of Incoterms, customs documentation and import/export processes.

Required skills

• Excel
• Data analysis