Claims & Service Recovery Specialist

Claims & Service Recovery Specialist: JL3

We are looking for a highly motivated, customer-focused, and detail-oriented Claims & Service Recovery Specialist to join our team in Tema, Ghana. This role will serve as the primary point of contact for cargo claims and service recovery matters, ensuring timely, professional, and customer-centric resolutions while safeguarding Maersk's commercial interests.

If you thrive in a fast-paced environment, enjoy problem-solving, and have experience in claims management, logistics, shipping, or customer service recovery, we'd love to hear from you.

Key Responsibilities :

1. Claims Management & Service Recovery

• Serve as the primary country-level contact for customers and internal stakeholders on all cargo claims and service recovery matters, ensuring professional engagement and customer-centric resolutions.

• Manage the end-to-end claims process, including claim registration, coordination with the Global Claims Hub, review of claim assessments, settlement negotiations, and communication of final resolutions.

• Provide technical guidance on cargo incidents, liability matters, and loss prevention initiatives while ensuring claims are resolved within established service level agreements.

2. Leadership & Capability Building

• Support and advise local stakeholders on claims handling best practices, service recovery strategies, and third-party recovery opportunities.

• Build and maintain effective professional relationships with internal teams and external stakeholders, including surveyors, legal counsel, cargo salvors, insurers, and P&I representatives.

• Promote claims awareness, knowledge sharing, and continuous capability development through coaching, collaboration, and dissemination of lessons learned.

3. Claims Governance & Compliance

• Ensure claims are handled in accordance with applicable laws, regulations, contractual obligations, company policies, and Standard Operating Procedures (SOPs).

• Provide local jurisdiction expertise, support liability assessments, facilitate document translation where required, and ensure accurate claims documentation and records management.

• Manage Extreme longstanding cargo cases by validating ownership, assessing disposition rights, and ensuring compliance with all legal and regulatory requirements before disposal actions are undertaken.

4. Litigation & Recoveries

• Initiate, coordinate, and pursue third-party recovery actions to mitigate losses and maximize recovery opportunities.

• Manage local cargo claims litigation matters and coordinate the transfer of court cases to the Global Claims Desk in accordance with established governance frameworks.

• Work closely with legal counsel, insurers, and other stakeholders to gather evidence, support claims defenses, and protect the company's legal and commercial interests.

5. Operational Excellence & Reporting

• Coordinate survey inspections, fact-finding investigations, and the resolution of complex or longstanding cargo cases, including salvage, auction, disposal, or destruction activities where required.

• Monitor claims performance, identify trends and root causes, and implement corrective actions and loss prevention measures to improve operational efficiency.

• Prepare and deliver regular and ad hoc claims reports, providing insights on claims exposure, recoveries, service performance, and continuous improvement opportunities.

Who We Looking For

Someone With :

• Bachelor's Degree in Business, Supply Chain, Logistics, Law, Insurance, Risk Management, or a related field.

• Experience in claims handling, customer service recovery, logistics, shipping, freight forwarding, insurance, or related industries.

• Strong understanding of cargo claims processes and customer dispute resolution.

• Experience working with customers and managing escalated cases.

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management abilities.

• Ability to investigate incidents and determine root causes.

• Strong reporting and documentation skills.

• Proficiency in Microsoft Office, particularly Excel.

#RPO

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 accommodationrequests@maersk.com.