Ocean Dispute Resolution Specialist

Maersk; Buldhana District; On-site; INR 600,000 - 900,000; Full time

Job summary

Maersk is seeking a Customer Disputes Analyst to resolve invoicing disputes and understand root causes. You will analyze disputes, fetch upstream data, and decide on accepting, clarifying, or rejecting cases. You will coordinate with relevant stakeholders to obtain information and update core systems accordingly.

The role demands strong communication, customer focus, and attention to detail to ensure timely and accurate resolutions while maintaining excellent customer experience.

Qualifications

• Strong communication skills and ability to use positive language.
• Excellent written and verbal communication.
• Customer-focused with ownership mentality.
• Understand customer requirements and focus on outcomes.
• Willingness to cross boundaries for customer resolution.
• High achievement orientation and drive to closure.
• Excellent stakeholder management and global exposure.

Responsibilities

• Resolve customer disputes on invoiced bills.
• Analyze disputes by fetching data from upstream systems.
• Decide to accept, clarify, or reject disputes.
• Coordinate with upstream teams for information as needed.
• Process amendments in core systems for acceptance processing.
• Communicate outcomes to customers and document root causes.

Skills

Communication

Customer focus

Problem solving

Data analysis

Stakeholder mgmt

Process understanding

End-to-end processes

Sales & service

Attention to detail

Job description

Job description and Details
Individual is hired to resolve Customer disputes on invoiced billed to Customer. He is also
expected to understand the Root cause and help fix the same in the upstream process
1. Analysis disputes received (Basis Target allocated) – Understand what Customer disputing is for
2. Look up all upstream process to fetch data and understand the history of the said shipment
3. Analysis the case and decide on accepting/clarifying or rejecting the case
4. Reach out to relevant coordinators for more information if required
5. Process the amendment in core systems for accept processing
6. Communicate to customer
7. Record complete root cause on reason or dispute

Job Description

Required Skills:

Good Communication Skills & Ability to use positive language

Good Comprehension & Written Communication

Customer Focus & Owning the customer

Understand Customer requirement and focused on customer outcome

Attitude to go across defined job boundaries for customer resolution

Winning for customer – high achievement orientation

Driven to ensure closure

Superior Stakeholder Management

Responsible to drive Customer outcomes through positive customer experience

Having regular communication with Customers to understand their requirements for a quick dispute resolution.

Problem Solving Skills

• Own the issue,
• Detailed and result oriented
• Low tolerance to delays.

• Problem solving, analytical and data skills
• Data backed decision making

Communication

• Professional standard in grammar and though articulation. (Including Language capabilities)

• Communication Professional standard in grammar and though articulation. (Including Language capabilities)

• Good Comprehension & Written Communication

• Good Communication Skills
• Ability to use positive language

Process Understanding

• Ability to understand end to end processes.

• Ability to conduct sales and service together

• Adherence to process and SOPs
• Attention to details, complete & error free documentation

• Adapt to change in process (SOP) / Systems

• Ability to understand end to end processes

Stakeholder Mgmt.

• Language capabilities to cater to specific countries

• Experience in direct Stakeholder interactions (Global) preferably

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.
• Opportunity: Unlock professional and personal growth through diverse career pathways.
• Innovation: Work with a team that embraces technology and continuous improvement.
• Global Exposure: Collaborate across geographies and cultures.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes 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. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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