Ocean Dispute Resolution Specialist

A.P. Moller - Maersk; Thane; On-site; INR 350,000 - 550,000; Full time

Job summary

Maersk in Maharashtra, India is hiring to resolve customer disputes on invoiced bills. The role requires analyzing disputes, fetching data from upstream processes, and deciding to accept, clarify, or reject cases, with timely communication to customers.

You will coordinate with stakeholders globally, record root causes, drive positive outcomes, and ensure closure within 24 hours; strong written and spoken English and customer-focused mindset are essential.

Qualifications

• 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

Responsibilities

• Analysis disputes received (Basis Target allocated) – Understand what Customer disputing is for
• Look up all upstream process to fetch data and understand the history of the said shipment
• Analysis the case and decide on accepting/clarifying or rejecting the case
• Reach out to relevant coordinators for more information if required
• Process the amendment in core systems for accept processing
• Communicate to customer
• Record complete root cause on reason or dispute

Skills

Dispute resolution

Communication skills

Stakeholder management

Root cause analysis

Data analysis

Attention to detail

Written communication

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

• Analysis disputes received (Basis Target allocated) – Understand what Customer disputing is for
• Look up all upstream process to fetch data and understand the history of the said shipment
• Analysis the case and decide on accepting/clarifying or rejecting the case
• Reach out to relevant coordinators for more information if required
• Process the amendment in core systems for accept processing
• Communicate to customer
• Record complete root cause on reason or dispute

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

Manage disputes in 24 hrs

FTHR should be > 70%

No – repeat dispute

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.

We are happy to support your need for any adjustments during the application and hiring process.