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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. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [email protected]. A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.
Maersk
INZIU06 - Airoli - Empire Tower, India
Senior Specialist.
REMOTESENIOR LEVEL