Senior CX Consultant
Core
Managing end-to-end execution and customer experience for temperature-sensitive (reefer) cargo shipments, ensuring timely movement, compliance, and service recovery.
Role type
Senior Customer Experience Consultant (Logistics)
Builds
Reliable reefer supply chain operations and customer satisfaction
Domain
Global Trade / Logistics / Temperature-Controlled Cargo
Deliverable
client delivery
Required skills
Stakeholder management, reefer operations knowledge, exception handling, SLA compliance, root-cause analysis, charge validation, communication, data analysis, problem-solving
Preferred skills
Commercial awareness, service recovery, relationship building, adaptability, cost exposure identification
Technologies
Excel, shipment trackers, operational reports, customer performance dashboards
Responsibilities
Own day-to-day relationships with assigned reefer customers; Monitor reefer shipment execution from booking to delivery; Coordinate with internal teams to resolve operational blockers; Validate reefer settings and shipment details; Track vessel schedules and communicate disruptions; Manage customer queries, complaints, and disputes; Support recovery of reefer-related charges; Capture Voice of Customer feedback for service improvements.
Seniority
Senior, hands-on IC
