Senior CX Consultant

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, from booking through loading and delivery. This involves proactive support, monitoring execution, and coordinating with various teams to ensure reliable movement of temperature-sensitive cargo.

• 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.
• 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.

• 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.
• 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 professio