Senior specialist

A.P. Moller - Maersk; Navi Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Maersk in Navi Mumbai is seeking an Ocean Disputes Analyst to drive timely resolution of disputes, reduce financial exposure, and support platform rollouts.

You will collaborate with Sales, CX, AR, and other stakeholders to identify root causes, implement corrective actions, and maintain a customer-centric, detail-oriented approach to dispute handling.

Qualifications

• CX experience with direct knowledge of customer disputes.
• Understanding of ocean processes and workflow.
• Customer-centric and detail-oriented.
• Strong stakeholder management and quick learner.
• Systems expertise.

Responsibilities

• Resolve ocean disputes accurately and on time to meet SL targets.
• Identify root causes and coordinate corrective actions.
• Monitor dispute resolution turnaround time and collection performance.
• Support platform rollouts and process improvements.
• Engage with cross-functional stakeholders.

Skills

CX experience

Dispute management

Stakeholder management

Systems expertise

Job description

Job Description:

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.

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Requirements: