Senior CX Consultant

Role Overview

The Senior CX Consultant is the accountable customer-facing owner for a portfolio of temperature-controlled ocean freight accounts, steering each reefer shipment from booking confirmation through to final delivery. Working from Nairobi, this person sits at the intersection of the customer and a wide operational network — booking desks, equipment control, depots, trucking, customs brokers, terminals and the control tower — translating complex, fast-moving execution detail into clear, timely communication. The role matters because reefer cargo punishes delay: a missed documentation cut-off, an unplugged container or an unverified temperature setting turns into spoiled product, financial loss and a customer who takes their volumes elsewhere.

Key Responsibilities

• Act as the day-to-day point of contact for assigned reefer customers, answering booking, status, vessel plan and documentation queries accurately and ahead of the customer needing to chase.
• Follow every shipment through its full milestone chain — cargo readiness, equipment release, stuffing, gate-in, pre-advice, documentation compliance and handover — and intervene early when a step slips.
• Liaise continuously with booking, equipment, depot, trucking, CHB, terminal, operations, control tower and commercial colleagues to unblock delays affecting temperature-sensitive cargo.
• Verify reefer settings, special cargo handling instructions, routing and shipment records in the relevant systems, escalating errors before they reach the container or the customer.
• Monitor vessel schedules and disruption signals — routing changes, cut-and-run, shut-outs, port congestion, plug shortages, equipment constraints and system downtime — and issue customer advisories proactively rather than reactively.
• Produce scheduled and ad hoc communication such as weekly reefer bulletins, shipment-specific updates and escalation summaries, ensuring anything agreed verbally or through informal channels is confirmed in writing.
• Enforce customer SOPs, SLAs, documentation deadlines and vessel acceptance timelines to reduce rollovers and avoidable service failures; handle complaints and disputes with a root-cause and service-recovery mindset aimed at retaining the account.
• Validate, document, communicate and help recover reefer-related charges including LAR, storage, detention, plug-in and other pass-through costs, and keep trackers, milestone reports and system data current so visibility and accountability hold up.

Requirements & Qualifications

• Bachelor's degree in Business, Logistics, Supply Chain Management or a comparable discipline.
• At least two years of experience in logistics, shipping, supply chain, customer experience or an adjacent industry; prior reefer or temperature-controlled cargo exposure is a distinct advantage.
• Practical understanding of reefer operations — container settings, plug limitations, equipment availability and the realities of moving perishable or temperature-sensitive freight.
• Familiarity with INCOTERMS, customs documentation, import and export processes, cargo readiness requirements and the mechanics of customer SLA controls.
• Strong written and verbal communication, with the ability to draft clear advisories, escalation summaries and service-recovery messages for external customers.
• Demonstrated stakeholder management — influencing and following through with customers, sales, equipment, depot, trucking, CHB, terminal, operations, control tower and finance teams.
• Ability to triage competing shipment issues, manage time-critical escalations and deliver results with minimal supervision.
• Comfort working with data in Excel, shipment trackers, operational reports and customer performance dashboards, supported by sound analytical and problem-solving ability.
• Commercial awareness sufficient to spot cost exposure, validate supporting documents and support timely recovery of applicable charges.

Attributes that distinguish strong candidates

• A proactive, solution-oriented approach that converts customer needs, cargo sensitivity and operational risk into concrete next actions.
• High urgency and personal ownership when time-critical movements or customer-impacting exceptions are on the line.
• Confidence engaging customers, vendors, agents, depots, terminals and internal teams professionally at every level.
• Discipline in following through on commitments, escalations and update schedules, with accountability for outcomes.
• Relationship-building skill that creates value-based partnerships and a genuine grasp of the customer's supply chain priorities.
• Analytical, detail-oriented habits that surface operational patterns, service gaps and improvement opportunities before they escalate.
• Self-driven and dependable, able to work independently while contributing to a collaborative team.
• Resilience and composure under pressure, disruption, shifting vessel plans and complex stakeholder expectations.