Job highlights

- Experience in Customer Experience (CX) and ocean freight dispute resolution with strong stakeholder management and root cause analysis skills
- Resolve Ocean invoice disputes, investigate root causes, coordinate with stakeholders, collect payments on rejected disputes, monitor performance, and support process improvements

Job Summary 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.

The A3 Disputes Associate is responsible for the timely and accurate resolution of Ocean invoice disputes, ensuring collections are secured on rejected disputes while minimizing financial exposure. The role involves identifying root causes of disputes, collaborating with internal and external stakeholders to drive corrective actions, improving dispute resolution turnaround times, and supporting process improvement initiatives. The ideal candidate should have experience in Customer Experience (CX), a good understanding of ocean/shipping processes, strong stakeholder management skills, attention to detail, and a customer-centric mindset.

Responsibilities

- Resolving Ocean invoice disputes accurately and within agreed service levels.
- Investigating dispute root causes and driving preventive actions to reduce recurrence.
- Coordinating with customers and internal stakeholders to ensure timely dispute resolution.
- Following up and collecting payments on rejected invoice disputes.




- Monitoring dispute resolution performance, turnaround time (TAT), and resolution ratios.
- Supporting continuous improvement initiatives and process enhancements related to dispute management.
- Maintaining high levels of customer satisfaction through effective communication and problem resolution.
- Ensuring compliance with operational processes, controls, and quality standards.
- Utilizing systems and reporting tools to manage dispute cases and track outcomes.
- Building strong stakeholder relationships and influencing decisions without direct authority.

Requirements

- Experience in Customer Experience (CX), Accounts Receivable, Collections, or Dispute Management.
- Understanding of Ocean Freight processes, workflows, and dependencies.
- Hands-on experience in customer invoice dispute resolution.
- Strong customer-centric approach and problem-solving skills.
- Ability to perform root cause analysis and prevent recurring disputes.
- Excellent stakeholder management and communication skills.
- Ability to influence and collaborate with both internal and external stakeholders.
- Strong attention to detail and accuracy in handling financial disputes.
- Process-oriented mindset with a focus on SLA and TAT adherence.
- Quick learner with adaptability to new systems and processes.
- Good knowledge of operational and financial systems (ERP/CRM tools preferred).
- Comfortable working in a fast-paced, performance-driven workplace.

Qualifications Graduate of any bachelor;s degree.

Fluent in English with good communication skills.

📌 Ocean Disputes Specialist (Airoli)
🏢 A.P. Moller - Maersk
📍 Airoli