CX Consultant

CX Consultant — Customer Experience, Nairobi, Kenya

Role Overview

This position sits at the centre of the day-to-day relationship between Maersk and a defined set of key accounts, turning commercial promises into delivered freight. You will orchestrate the operational side of each account — customs clearance, trucking, warehousing and other value-added services — while keeping customers, agents and field colleagues working to the same plan and the same deadlines. Success here protects both service quality and margin, and it is the reason customers keep consolidating their supply chains with us instead of spreading them across competitors.

Key Responsibilities

• Act as the primary operational contact for an assigned portfolio of key customers, taking ownership of queries, complaints and disputes and driving them to root-cause resolution rather than surface fixes.
• Plan, coordinate and follow through on end-to-end execution with field operations, agents and internal functions, including site or field visits where the work requires a physical presence.
• Track job-level profitability and P&L performance across the portfolio, flagging cost exposures — direct or indirect — before they erode agreed margins.
• Keep customer-specific SOPs and SLAs current, and make sure terms, conditions and business norms are followed on every shipment.
• Ensure invoices, supporting documentation and costs are dispatched and captured in the relevant systems on time, with recoverable charges passed to customers accurately.
• Gather Voice of Customer input on a regular cadence and convert it into practical changes that lift inland delivery performance and NPS.
• Identify and pursue upselling and cross-selling opportunities across Logistics and Services, and support the Head of Department in running business development and customer performance reviews weekly and monthly.
• Maintain disciplined, proactive communication through agreed channels — including email and approved WhatsApp groups — and keep system records updated in line with defined procedures and service standards.

Requirements & Qualifications

• Bachelor's degree in Business, Logistics, Supply Chain or a comparable discipline.
• At least two years of experience in logistics, supply chain, shipping or an adjacent industry.
• Solid grounding in INCOTERMS, customs documentation and import/export processes.
• Demonstrated ability to manage and influence stakeholders across internal teams, customers, vendors and agents, and to follow commitments through to completion.
• Comfort working with data, spreadsheets and operational reports, with the analytical judgement to spot problems, risks and improvement opportunities early.
• Clear written and verbal communication, including the confidence to present information professionally to external audiences.
• Strong personal organisation — able to juggle competing deadlines, prioritise effectively and deliver quality work with minimal supervision.
• Commercial awareness and a results-driven, accountable mindset, combined with the resilience to stay composed under pressure and shifting business priorities.