Senior Specialist

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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