Job Summary

Individual is hired to for north America detention and demurrage team for focusing on the filing and invoicing process for North America Detention and Demurrage process . He/ She is also expected to understand the Root cause and help fix the same in the upstream process. He/ She is responsible for the disputes reductions and improve invoice quality.

Responsibilities

- Sales Process Request Management:

- Demonstrate strong understanding of the end-to-end sales process, including special sales areas.

- Prioritize and manage incoming sales requests to ensure timely and accurate execution.

- Ensure smooth workflow management and adherence to defined SLAs.

- Act as a SPOC for frontline sales and stakeholders.

- Quality Governance:

- Ensure high-quality processing of requests with strict adherence to SOPs and policies.

- Perform Root Cause Analysis (RCA) for errors and implement corrective actions.

- Drive compliance with company values, governance standards, and audit requirements.

- Track and reduce rework, errors, and process deviations.

- Operational Management:

- Maintain a daily work allocation tracker and monitor task distribution.

- Manage workload planning, roster scheduling, and resource allocation.

- Allocate assignments effectively to optimize team productivity and turnaround time.

- Monitor queue health, aging items, and backlog management.

- Performance Management Reporting:

- Track, analyze, and report weekly productivity, performance, and process metrics.

- Monitor KPIs such as SLA adherence, quality scores, throughput, and efficiency.





- Provide insights and actionable recommendations to improve performance outcomes.

- Stakeholder Management:

- Coordinate closely with Sales, Customer Service, and other cross-functional teams.

- Facilitate issue resolution and drive closure of customer or sales-related disputes.

- Maintain solid communication and alignment with stakeholders on priorities and escalations.

- Continuous Improvement Transformation:

- Identify process gaps and drive process improvement initiatives.

- Implement innovative solutions to enhance efficiency, reduce manual effort, and improve quality.

- Support automation and digital transformation initiatives where applicable.

- Customer Dispute Management:

- Lead and support customer-driven initiatives, especially related to dispute resolution.

- Work with stakeholders to address disputes efficiently with a focus on customer experience.

- Identify recurring issues and drive preventive controls.

- Team Support Leadership:

- Support the team in achieving productivity and efficiency targets.

- Work closely with leadership to drive engagement, capability building, and performance improvements.

- Promote a culture of collaboration, accountability, and continuous learning.

- Additional Responsibilities:

- Monitor process adherence and performance benchmarks.

- Arrange and facilitate Gemba/visitor sessions to showcase process excellence.

- Ensure proper documentation and knowledge management practices are followed.

- Advanced proficiency in PowerPoint and Excel, with the ability to create insightful presentations, dashboards, and data-driven reports for leadership review.

📌 Detention & Demurrage Filing Specialist (Chennai)
🏢 APM Terminals
📍 Chennai