Senior Specialist

Overview

Drives timely and accurate resolution of Ocean disputes, contributes to root cause identification, improves dispute-to-collection performance, and provides inputs for continuous process and platform enhancements.

What you'll do

• 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.
• Ensure collection of all rejected invoice disputes.
• Support platform rollouts and continuous improvement initiatives when they concern streamlining of dispute handling processes.
• Manage stakeholders and influence without authority, with customers and internal teams.

What you'll need

• 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 the local language.

Details

• Primary internal stakeholders: Sales, CX, TCM, AR, FinOps, and peers and leaders in Dispute Execution.
• Primary external stakeholders: Maersk Ocean customers and third-party organizations managing customer invoicing disputes on behalf of the customer.