Customer Solutions & Dispute Specialist

Hapag-Lloyd AG; Atlanta (GA); On-site; USD 65,000 - 90,000; Full time

Job summary

Hapag-Lloyd AG in Atlanta seeks a Customer Solution Dispute specialist to investigate disputes, coordinate with internal teams, and communicate clearly with customers while supporting collections. This role requires strong knowledge of tariffs, rate agreements, and service contracts to ensure accurate information and timely resolutions.

You will manage disputes, meet FCR and KPI targets, and contribute to data-driven decisions while collaborating with Sales, Accounting, and other stakeholders in

Qualifications

• Bachelor’s degree in business, logistics, or related fields.
• Minimum 3 years’ experience in the maritime industry or equivalent.
• Project management experience with strong organizational skills.
• Clear verbal communication and active listening.
• Ability to communicate with people whose native language differs.
• Polite, patient, and able to handle multiple calls effectively.
• Knowledge of shipping terms, routings, schedules, and related practices.
• Proficient in MS Office and related software.

Responsibilities

• Maintains up-to-date knowledge of services offered and ensures accurate information during disputes.
• Negotiate disputes with customers in line with RNA Waiver guidelines.
• Conduct daily calls to resolve disputes or support collections.
• Prepare reporting and analyses for performance reviews.
• Collaborate with Sales and Accounting to resolve disputes and collect from customers.
• Lend support to cross-functional teams and participate in global/regional projects.

Skills

Customer communication

Analytical skills

Project management

Time management

Cross-cultural communication

Education

Bachelor's degree

Tools

MS Office

Excel

PowerPoint

Teams

Job description

Hapag-Lloyd AG in Atlanta seeks a Customer Solution Dispute specialist to investigate disputes, coordinate with internal teams, and communicate clearly with customers while supporting collections. This role requires strong knowledge of tariffs, rate agreements, and service contracts to ensure accurate information and timely resolutions.

You will manage disputes, meet FCR and KPI targets, and contribute to data-driven decisions while collaborating with Sales, Accounting, and other stakeholders in