CX Consultant at Maersk Line

At Maersk, we are transforming global trade by connecting and simplifying our customers' supply chains. We are looking for a CX Consultant to join our Customer Experience team in Nairobi, Kenya.

In this role, you will lead and coordinate end-to-end operational activities to deliver outstanding customer service, operational excellence, and sustainable business growth. You will be responsible for managing assigned customer accounts, ensuring seamless execution of logistics services, driving customer satisfaction, supporting profitability, and collaborating closely with internal and external stakeholders.

Key Responsibilities

• Own and manage strong relationships with assigned key customers, ensuring timely resolution of queries and consistent delivery against agreed service commitments.
• Work closely with field operations, agents, and internal functions to ensure seamless execution, reliable service delivery, and sustainable relationships with customers and partners.
• Plan, coordinate, and follow through on operational activities with field teams and relevant functions, including field visits where required, to ensure work is completed effectively, efficiently, and to customer expectations.
• Support the Head of Department in executing business development and customer performance review plans on a weekly and monthly basis.
• Monitor job-level profitability, track P&L performance, and ensure all activities are commercially viable and aligned with agreed margin expectations.
• Identify, escalate, and support resolution of direct or indirect cost exposures that may negatively impact profitability.
• Ensure timely dispatch of customer invoices and all related documentation, while supporting accurate billing and recovery of applicable charges.
• Resolve customer queries, complaints, and disputes professionally, with a strong focus on root-cause resolution and customer retention.
• Collaborate with team members, other functions, supervisors, and the department head to deliver the company’s overall operational and commercial objectives.
• Coordinate CHB, VAS, trucking, warehousing, and other logistics services as required by customers or the line manager.
• Capture Voice of Customer feedback regularly and translate insights into practical improvements that enhance inland delivery performance and customer experience.
• Maintain accurate and timely system updates and process customer requests in accordance with defined procedures and service standards.
• Ensure all applicable costs are updated in the relevant systems on time and that recoverable charges are passed on to customers accurately.
• Proactively identify, pursue, and support upselling and cross-selling opportunities across Logistics and Services.
• Provide clear, proactive, and timely updates to customers through agreed communication channels, including email and approved WhatsApp groups.
• Perform any additional assignments delegated by the line manager in support of business priorities.

Key Deliverables:

• Maintain up-to-date customer-specific SOPs and SLAs.
• Ensure full adherence to business norms, terms, and conditions.
• Identify, escalate, and mitigate operational and customer risks.
• Maintain clear and timely communication with customers, agents, vendors, and internal stakeholders.
• Improve service delivery, customer experience to drive good NPS performance.
• Drive customer retention, growth, and churn prevention.
• Achieve agreed individual targets and performance objectives.

Role Related Competencies (Skills and Abilities):

Min Qualification:

• Undergraduate in Business or related field
• Strong written and verbal communication skills, with the ability to present information clearly and professionally.
• Proven stakeholder-management capability, including the ability to influence, align, and follow through across internal and external stakeholders.
• Strong customer orientation, collaboration mindset, and agility in a fast-paced operational environment.
• Ability to priorities workload effectively, manage competing deadlines, and deliver quality outcomes with minimal supervision.
• Sound understanding of INCOTERMS, customs documentation, and import/export processes.
• Comfortable working with data, Excel, and operational reports, with strong analytical and problem-solving skills.
• Bachelor’s degree in business, Logistics, Supply Chain, or a related field.
• Minimum of two years’ experience in the logistics, supply chain, shipping, or related industry.

Role Related Desired Qualities:

• Strategic and solution-oriented thinker with the ability to translate customer and operational needs into practical actions.
• Strong business acumen and commercial awareness, with focus on profitability and sustainable growth.
• Confident communicator who can engage customers, vendors, agents, and internal stakeholders professionally.
• Results-driven, accountable, and disciplined in following through on commitments.
• Strong relationship builders with the ability to create value-based partnerships.
• Analytical, detail-oriented, and proactive in identifying issues, risks, and improvement opportunities.
• Self-driven and dependable, with the ability to work independently while maintaining strong team collaboration.
• Excellent time-management skills, high sense of urgency, and strong ownership of assigned responsibilities.
• Resilient, adaptable, and composed when managing pressure, complexity, and changing business priorities.