Job Summary

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.

Responsibilities

- 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

Requirements

- Having regular communication with Customers to understand their requirements for a quick dispute resolution.

- Manage disputes in 24 hrs

- FTHR should be > 70%

- No - repeat dispute

Skills and Competencies Required Skills

- Valuable Communication Skills

- Ability to use positive language

- 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

Problem Solving

- Problem Solving Skills

- Own the issue

- Detailed and result oriented

- Low tolerance to delays.

- Problem solving, analytical and data skills

- Data backed decision making

- Professional standard in grammar and though articulation. (Including Language capabilities)

Communication

- Good Comprehension Written Communication

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

Stakeholder Management

- Language capabilities to cater to specific countries

- Experience in direct Stakeholder interactions (Global) preferably

📌 Ocean Dispute Resolution Specialist - SAU/PAK/UAE (Airoli)
🏢 A.P. Moller - Maersk
📍 Airoli