Ocean Dispute Resolution Specialist - SAU/PAK/UAE

A.P. Moller Maersk; Navi Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

A.P. Moller Maersk in Navi Mumbai seeks a dispute resolution specialist to address customer invoicing disputes, analyze root causes, and coordinate upstream fixes for shipments.

You will resolve cases, communicate outcomes to customers, and collaborate with global teams to ensure timely, accurate documentation and closure.

Qualifications

• Strong verbal and written communication to resolve disputes.
• Customer-focused with ability to own customer outcomes.
• Stakeholder management across global teams.
• Attention to detail and error-free documentation.
• Data-driven decision making.

Responsibilities

• Analyze disputes to understand customer concerns.
• Fetch data from upstream processes and review shipment history.
• Decide on accepting, clarifying, or rejecting the dispute.
• Coordinate with relevant teams for information.
• Process amendments in core systems for approval.
• Communicate resolution to the customer.
• Record root cause and dispute details.

Skills

Good Communication

Customer Focus

Ownership of customer outcomes

Stakeholder management

Detail-oriented

Data-driven decision making

Cross-functional collaboration

Process adherence

Ability to work under pressure

Language capabilities for global teams

Job description

Job Summary

Individual is hired to resolve Customer disputes on invoiced billed to Customer. Candidate is also expected to understand the Root cause and help fix the same in the upstream process.

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

Requirements

• Having regular communication with Customers to understand their requirements for a quick dispute resolution.
• Manage disputes in 24 hrs
• FTHR should be > 70%
• No - repeat dispute

Skills and Competencies

Required Skills

• Good Communication Skills
• Ability to use positive language
• 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

Problem Solving

• Problem Solving Skills
• Own the issue
• Detailed and result oriented
• Low tolerance to delays.
• Problem solving, analytical and data skills
• Data backed decision making
• Professional standard in grammar and though articulation. (Including Language capabilities)

Communication

• Good Comprehension Written Communication

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

Stakeholder Management

• Language capabilities to cater to specific countries
• Experience in direct Stakeholder interactions (Global) preferably