CX Consultant
AI summary
Maersk Line is hiring a CX Consultant in Nairobi, Kenya, to manage customer accounts and coordinate end-to-end logistics operations. The role focuses on customer service excellence, operational execution, and supporting business growth within the shipping and logistics industry.
- On-site full-time management role in Nairobi
- Customer account management and logistics coordination
- Requires bachelor's degree in Business, Logistics or Supply Chain
- Minimum 2 years experience in logistics or shipping
- Sound knowledge of INCOTERMS and import/export processes
- Deadline: 03/10/2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, internship, entregadorThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest CX Consultant evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Maersk Line and the role in Not specified.
- Add concrete examples related to call_center, internship, entregador, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-10-03.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-03
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this CX Consultant role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Maersk Line before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Job Title: CX Consultant
Date Posted: 30/09/2026
Job Type: Full Time
Job Level: Management
Employer: Maersk Line
Industry: Logistics
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 03/10/2026
Logistics Jobs. Maersk Line Jobs. CX Consultant managing customer accounts and coordinating end-to-end logistics operations to deliver customer service excellence and sustainable growth, requiring a bachelor’s degree in Business, Logistics or Supply Chain, minimum 2 years experience in logistics or shipping and sound knowledge of INCOTERMS and import/export processes, in a shipping and logistics environment, on-site role in Nairobi.
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.