Senior Specialist

A.P. Moller - Maersk; Airoli; Presencial; INR 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Maersk is seeking an Ocean Disputes Analyst to drive timely and accurate resolution of disputed invoices, support collection efforts, and contribute to continuous process and platform improvements in the ocean operations domain.

You will collaborate with Sales, CX, AR and FinOps, manage internal and external stakeholders, and apply strong understanding of ocean workflows, attention to detail, and system know-how to reduce dispute turnaround times and enhance dispute resolution performance.

Formación

• Experience in CX with firsthand knowledge of customer disputes.
• Understanding of ocean processes, workflow and dependencies.
• Customer centricity with process minded approach.
• Attentive to detail and quick learner.
• Strong stakeholder management and systems mindset.

Responsabilidades

• Resolve ocean disputes promptly to meet SLAs and reduce financial exposure.
• Identify root causes and coordinate corrective actions with stakeholders.
• Monitor dispute resolution turnaround time and collection of disputed invoices.
• Support platform rollouts and process improvements for dispute handling.
• Manage internal and external stakeholders (customers and teams).

Conocimientos

Dispute resolution

Customer disputes

Stakeholder management

Process improvement

Attention to detail

Ocean/Logistics processes

Descripción del empleo

Job Purpose/summary (Detailed -Why does the position exist, WITH what objectives and WITHIN what limits) Drives timely and accurate resolution of Ocean disputes, contributes to root cause identification, improving dispute-to-collection performance, and provides inputs for continuous process and platform enhancements.

• Ensure accurate and timely resolution of Ocean disputes to meet service level targets and reduce financial exposure.
• Identify root causes of disputes and coordinate with relevant stakeholders to implement corrective actions.
• Monitor and improve dispute resolution turnaround time (TAT) and resolution ratio to enhance operational efficiency.
• Ensuring collection of all rejected invoice disputes.
• Support in platform rollouts and continuous improvement initiatives when it concerns streamlining of dispute handling processes.
• Good Stakeholder Management with ability to influence without authority (customers and internal)

Accountabilities

• Accurate and timely resolution of Ocean disputes within scope
• Dispute route cause identification and prevention of recurring disputes within scope
• Dispute resolution and collection of disputed invoice performance within scope

Primary internal stakeholders

• Sales, CX, TCM, AR, FinOps Peers & Leaders
• Dispute Execution Peers & Leaders

Primary external stakeholders

• Maersk Ocean Customers
• 3rd Party organizations managing Customers Invoicing disputes on behalf of the customer

Required Business/ Technical Knowledge

• Prior experience in CX with firsthand knowledge of customer disputes
• Understanding of ocean processes, workflow and dependencies
• Customer centricity
• Process minded
• Attentive to detail
• Quick learner
• Stakeholder Management
• Systems expertise

Language proficiency where customer interaction is required in local language

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.