Ocean Dispute Resolution Specialist - SAU PAK UAE

A.P. Moller - Maersk; Navi Mumbai; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Global exposure

Flexible working arrangements

Work-life balance

Job summary

Maersk is seeking a dedicated professional to resolve customer disputes on invoiced charges. The role requires analyzing disputes, tracing shipment histories, and coordinating with upstream teams to resolve issues efficiently and communicate outcomes to customers.

The incumbent will own root-cause analysis, ensure timely closure within 24 hours where possible, and maintain accurate documentation to support ongoing process improvements.

Qualifications

• Excellent communication and ability to use positive language.
• Strong comprehension and written communication skills.
• Customer-focused mindset with ownership of outcomes.
• Ability to understand customer requirements and resolve disputes quickly.
• Willingness to collaborate across teams for customer resolution.
• Motivation to achieve high customer satisfaction and closure.
• Proactive stakeholder management across global teams.
• Drive to deliver positive customer outcomes with clear communication.
• Interest in data-driven, root-cause analysis for disputes.

Responsibilities

• Analyze disputes and understand customer concerns.
• Fetch upstream data and review shipment history.
• Decide on acceptance, clarification, or rejection of cases.
• Coordinate with relevant teams for information as needed.
• Amend core systems for approved processing.
• Communicate resolution to the customer.
• Document root cause and dispute details clearly.

Skills

Communication

Written communication

Customer focus

Customer requirements

Stakeholder management

Resolution mindset

Proactive communication

Accountability

Positive language

Dispute resolution

Job description

Job Description:

About Maersk:

Maersk is a global leader in integrated logistics with a rich history of over a century, dedicated to setting new standards in efficiency, sustainability, and excellence. With a presence in 130 countries and a diverse workforce of over 100,000 employees, we shape the future of global trade and logistics through innovation and collaboration.

Job description and Details:

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.

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

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

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) preferable

Manage disputes in 24 hrs

FTHR should be > 70%

No – repeat dispute

What We Offer:

• Impact: Your work directly contributes to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with diverse colleagues in an international business environment.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements.

Join Maersk:

Embark on a rewarding career journey with Maersk, where you'll contribute to redefining global logistics and trade while advancing your career in a dynamic and inclusive workplace.

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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