Vacant Positions at Maersk Line

We are currently looking for a Senior CX Consultant to join our team in Nairobi, Kenya.

This role is ideal for a customer-focused logistics professional who thrives in a fast-paced environment and has a passion for managing temperature-sensitive cargo. You will play a critical role in ensuring an exceptional customer experience while coordinating the end-to-end execution of reefer shipments.

Key Responsibilities

• Own day-to-day relationships with assigned reefer customers, providing timely, accurate, and proactive support on bookings, shipment status, vessel plans, documentation timelines, and exceptions.
• Monitor reefer shipment execution from booking through loading and delivery, ensuring close follow-up on cargo readiness, equipment availability, stuffing timelines, gate-in, pre-advice, documentation compliance, and handover milestones.
• Coordinate with booking, equipment, depot, trucking, CHB, terminal, operations, control tower, and commercial teams to ensure reliable movement of temperature-sensitive cargo and timely resolution of operational blockers.
• Validate reefer settings, special cargo requirements, routing instructions, and shipment details, and ensure they are accurately updated in the relevant systems; escalate gaps or errors before they affect the cargo or customer.
• Track vessel schedules, routing changes, cut-and-run, shut-out, port congestion, system downtime, equipment constraints, and reefer plug limitations, and communicate customer-impacting changes clearly and early.
• Prepare and share customer advisories, weekly reefer updates, shipment-specific updates, and escalation summaries through agreed communication channels, ensuring that updates shared through informal channels are confirmed by email where required.
• Drive compliance with customer SOPs, SLAs, documentation cut-offs, vessel acceptance timelines, and agreed ways of working to reduce rollovers, missed sailings, and avoidable service failures.
• Manage customer queries, complaints, and disputes professionally, focusing on root-cause resolution, service recovery, and retention of reefer accounts.
• Monitor and support recovery of reefer-related charges, including LAR, storage, detention, plug-in, extra operational charges, and other applicable pass-through costs, ensuring charges are validated, supported, communicated, and billed on time.
• Maintain accurate system updates, shipment trackers, milestone reports, and customer status reports to enable visibility, accountability, and timely operational follow-up.
• Capture Voice of Customer feedback, service risks, and recurring operational pain points, then translate insights into practical improvements for reefer service delivery and customer experience.

Key Deliverables:

• Maintain up-to-date customer-specific reefer SOPs, SLAs, contact matrices, and documentation timelines.
• Ensure timely customer communication on vessel plans, routing changes, rollovers, cut-and-run, shut-outs, system downtime, and other reefer disruptions.
• Drive adherence to stuffing, documentation, pre-advice, gate-in, and vessel acceptance timelines to reduce avoidable missed sailings.
• Maintain clear shipment visibility through accurate system updates, trackers, customer reports, and milestone follow-up.
• Identify, escalate, and mitigate operational, temperature-control, equipment, documentation, and customer risks early.
• Support accurate and timely billing, validation, customer notification, and recovery of reefer-related extra charges.
• Improve service delivery, customer experience, CSLS/NPS performance, and retention of reefer customers.
• Achieve agreed individual targets, service-call expectations, and performance objectives.

Who We Are Looking For

Someone With:

• Bachelor’s degree in Business, Logistics, Supply Chain, or a related field
• Strong written and verbal communication skills, with the ability to issue clear customer updates, advisories, escalation summaries, and service recovery communication.
• Good understanding of reefer operations, temperature-sensitive cargo, vessel timelines, documentation cut-offs, container movement milestones, and exception handling.
• Proven stakeholder-management capability, including the ability to influence and follow through with customers, sales, equipment, depot, trucking, CHB, terminal, operations, control tower, and finance teams.
• Strong customer orientation, collaboration mindset, urgency, and agility in a fast-moving reefer operational environment.
• Ability to priorities competing shipment issues, manage time-sensitive escalations, and deliver quality outcomes with minimal supervision.
• Sound understanding of INCOTERMS, customs documentation, import/export processes, cargo readiness requirements, and customer SLA controls.
• Comfortable working with data, Excel, shipment trackers, operational reports, and customer performance dashboards, with strong analytical and problem-solving skills.
• Ability to identify cost exposure, validate supporting documents, and support timely recovery of applicable charges.
• Minimum of two years’ experience in logistics, supply chain, shipping, customer experience, or a related industry; reefer experience is an added advantage.
• undefined 

Role Related Desired Qualities:

•  Proactive, solution-oriented thinker who can translate customer needs, cargo sensitivity, and operational risks into practical actions. High sense of urgency and ownership, especially when managing time-critical reefer movements and customer-impacting exceptions.
• Strong business acumen and commercial awareness, with focus on service reliability, charge recovery, profitability, and sustainable customer growth.
• Confident communicator who can engage customers, vendors, agents, depots, terminals, and internal stakeholders professionally.
• Results-driven, accountable, and disciplined in following through on commitments, escalations, and customer updates.
• Strong relationship builder with the ability to create value-based partnerships and understand the customer’s supply chain priorities.
• Analytical, detail-oriented, and proactive in identifying operational patterns, risks, service gaps, and improvement opportunities.
• Self-driven and dependable, with the ability to work independently while maintaining strong team collaboration.
• Resilient, adaptable, and composed when managing pressure, disruption, changing vessel plans, and complex stakeholder expectations.

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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.