Ocean Dispute Resolution Specialist

At Maersk, we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence.

We believe in the power of diversity, collaboration, and continuous learning, and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade.

Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk.

Purpose of the role

Leading the Disputes Team to ensure timely resolution of disputes, improve invoice accuracy, reduce open cases, and enhance customer experience. Responsible for team performance, stakeholder management, process improvements, and driving operational excellence across assigned regions.

You will be Responsible for

• Ensuring timely closure of disputes within SLA and reducing open case volumes.

• Liaising with internal stakeholders and customers to drive efficient dispute resolution.

• Managing team performance, resource allocation, and shift planning to meet operational requirements.

• Setting SMART goals, providing regular feedback, and driving employee development.

• Coaching, mentoring, and building a strong succession pipeline within the team.

• Driving continuous process improvements to enhance invoicing quality and customer experience.

• Identifying dispute root causes and implementing corrective actions to prevent recurrence.

• Leading platform rollout and process optimization initiatives related to dispute management.

• Ensuring accurate and timely resolution of ocean disputes and achieving operational KPIs.

• Building and nurturing a scalable, agile, and high-performing team through talent management and stakeholder engagement.

Required Business/ Technical

Knowledge

• Sales, CX, FinOps, Finance & TCM execution & leaders

• Dispute Execution Peers.

• LTA & OTC Functional Product Owners

• Maersk Ocean Customers

• 3rd Party organizations managing Customers Invoicing disputes on behalf of the customer

• Team leadership experience

• Change Leadership

• 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

• Influence without authority

Specific

• Dispute to Invoice Ratio

• Dispute inflow vs Accepted Disputes

• Re-dispute Ratio + Re-dispute Accept Ratio

• Rejected & collected disputes

• RCA solution implemented vs repeat dispute on that specific RCA

• Dispute resolution to collection ratio & TAT

• Engagement

Shared

• Net Promotor Score

• Productivity

• SGA

Qualifications

Maersk Ocean Customers

3rd Party organizations managing Customers Invoicing disputes on behalf.

Willingness to work in night shifts as per business requirements

What We Offer:

• Impact: Be part of a team that directly contributes to global operations.

• Opportunity: Unlock professional and personal growth through diverse career pathways.

• Innovation: Work with a team that embraces technology and continuous improvement.

• Global Exposure: Collaborate across geographies and cultures.

• Work-Life Balance: Flexible working arrangements to support your well-being.

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.