Senior Customer Experience Consultant

Senior Customer Experience Consultant

Cape Town, South Africa

About the Role

Would you like to be part of a value-driven, commercially oriented international environment where we enable global trade every day? We have an exciting opportunity for a Senior Customer Experience Consultant to join our team in Cape Town, South Africa.

In this role, you will serve as a trusted partner to a portfolio of strategic customers, owning the end-to-end shipment experience and driving service excellence across every touchpoint. You will bring expertise, accountability, and a solutions-focused mindset to one of the world's most dynamic and impactful industries.

What We Offer

When you join us, you'll find that the world is your workplace. You'll operate within a culturally diverse, stimulating environment, surrounded by new ideas and different ways of doing things. We believe in individual performance within highly professional teams, supported by a distinctive set of values that guide everything we do.

To us, teamwork means acceptance, respect, dedication, and the conviction that we achieve more when we pull together. Living our values means competing in the marketplace ethically, so our name is synonymous with being a credible and valuable business partner. Through Constant Care and Humbleness, we strive to prepare for the future while never forgetting that our customers and our drive to improve are at the heart of what we do. Uprightness and a genuine commitment to Our Employees mean that transparency and accountability go hand in hand with making this an inspiring and challenging place to build a career.

We take pride in hiring the best person for the job — irrespective of gender, age, nationality, or religious belief — and we offer a competitive compensation package and a truly global platform for professional growth.

Key Responsibilities

• Manage the end-to-end shipment process for assigned customers, including more complex and strategically significant accounts
• Act as the primary point of contact for customers, ensuring consistent, high-quality service delivery at every stage
• Proactively identify and resolve customer issues, coordinating effectively with internal stakeholders across functions
• Take full ownership of a customer portfolio, including financial follow-up and performance reviews
• Drive service excellence and continuous improvement initiatives across the customer experience journey
• Handle escalations with confidence, providing expert-level problem resolution in a timely and professional manner
• Coordinate ocean and logistics shipments, ensuring accurate and timely execution of all operational tasks
• Build and maintain strong, trust-based relationships with customers, internal teams, and Global Service Centres (GSC)
• Support and mentor junior team members, sharing expertise and contributing to a high-performing team culture
• Ensure compliance with company procedures, industry regulations, and best practices at all times
• Actively contribute to process optimisation and operational efficiency improvements

What We're Looking For

We are seeking a motivated, experienced professional who brings both technical knowledge and strong interpersonal skills to the role. The ideal candidate will have:

• 5+ years of experience in shipping, freight forwarding, logistics, or supply chain management
• Strong, demonstrable knowledge of end-to-end supply chain operations and customer experience management
• Proven ability to manage complex customer relationships and navigate challenging escalations with poise and professionalism
• Excellent stakeholder management, communication, and influencing skills, with the ability to engage confidently at multiple levels
• A strong analytical mindset with a practical, solution-oriented approach to problem-solving
• The ability to work effectively under pressure, manage competing priorities, and consistently deliver results
• Digital proficiency and hands-on experience with operational and logistics management systems
• A proactive, accountable, and leadership-oriented attitude — someone who takes initiative and inspires those around them

Our Commitment to Inclusion

We are committed to a diverse and inclusive workplace and embrace different styles of thinking. We are an equal opportunities employer and welcome applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. Qualified applicants with criminal histories will be considered in a manner consistent with all legal requirements.

We are happy to support any adjustments you may need during the application and hiring process to ensure an accessible and equitable experience for all candidates.