Ocean Dispute Resolution Specialist

Overview

Ocean Disputes Specialist responsible for the timely, accurate and effective resolution of Ocean disputes within defined scope and service-level targets, including driving process and platform improvements to reduce financial exposure.

What you'll do

• Manage the end-to-end resolution of Ocean disputes within the defined scope, ensuring accuracy, quality and adherence to service-level targets.
• Analyze dispute cases to understand the nature of the issue, validate supporting information and determine the appropriate resolution.
• Identify root causes of disputes and work with relevant stakeholders to implement corrective and preventive actions.
• Coordinate with customers and internal stakeholders to gather required information and drive timely resolution.
• Monitor dispute resolution turnaround time (TAT), resolution ratios and other relevant performance indicators.
• Drive improvements in dispute resolution performance by identifying process gaps, recurring issues and opportunities for operational efficiency.
• Support initiatives aimed at improving overall dispute-to-collection performance and reducing financial exposure.
• Lead or support platform rollouts and enhancement initiatives related to dispute handling and resolution processes.
• Collaborate with relevant teams to streamline dispute workflows, improve system usage and enhance process effectiveness.
• Provide inputs and feedback for continuous improvement of dispute management processes and platforms.
• Maintain accurate documentation of dispute cases, root causes, actions taken and final resolutions.
• Ensure adherence to established processes, controls, SOPs and service-level requirements.
• Take ownership of assigned disputes and follow them through to closure within agreed timelines.
• Build effective stakeholder relationships through clear, professional and solution-oriented communication.
• Use positive and customer-focused language while managing direct interactions with customers and internal stakeholders.
• Report relevant performance trends, recurring dispute drivers and improvement opportunities to stakeholders and management.

What you'll need

• Bachelor's degree in Business Administration, Finance, Accounting, Supply Chain, Logistics or a related discipline.
• Strong understanding of dispute management and resolution processes, preferably within the Ocean or Logistics environment.
• Strong analytical and problem-solving skills with the ability to identify root causes and develop practical solutions.
• Demonstrated ability to manage stakeholders effectively across customers and internal teams.
• Strong verbal and written communication skills, with the ability to communicate using positive and solution-oriented language.
• Ability to manage multiple cases and priorities while maintaining accuracy and adherence to agreed timelines.
• Strong process orientation and attention to detail, with a focus on quality and compliance.
• Ability to analyze TAT, resolution ratios and other performance metrics and identify opportunities for improvement.
• Good working knowledge of MS Excel and relevant business systems/platforms, with the ability to quickly learn new tools.
• Ability to work collaboratively with cross-functional teams and drive issues through to resolution.
• Strong ownership mindset with a customer-focused and results-oriented approach.

Nice to have

• Experience in Ocean Shipping, Logistics, Customer Experience, Dispute Management, Finance Operations or Supply Chain Operations.
• Experience in process improvement, system/platform implementation or change initiatives.

Details

• Location: Navi Mumbai, India.
• Flexible working arrangements offered.