Ocean Dispute Resolution Specialist - SAU/PAK/UAE

A.P. Moller - Maersk; Thane; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Global exposure

Flexible working arrangements

Professional growth

Job summary

Maersk is seeking a dispute resolution specialist to handle invoiced billing disputes, investigate root causes, and coordinate upstream data to reach timely resolutions. You will engage with coordinators and stakeholders to gather information and amend core systems as needed, ensuring customer satisfaction and accurate documentation.

Strong communication, data-driven decision making, and a focus on delivering positive customer outcomes are essential in this global role within Maersk's logistics

Qualifications

• Clear communication and professional language usage.
• Ability to comprehend and document issues accurately.
• Focus on customer outcome and owning the resolution.

Responsibilities

• Resolve customer disputes on invoiced bills and identify root causes.
• Analyze disputes and fetch upstream data to determine case outcomes.
• Coordinate with stakeholders for required information and process amendments.
• Communicate resolution to customers and document the root cause.
• Ensure disputes are managed within 24 hours.

Skills

Communication skills

Positive language

Written communication

Customer focus

Stakeholder management

Problem solving

Data analysis

Data-driven decisions

End-to-end processes

Cross-functional collaboration

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

• 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

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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