Senior Specialist – Dispute Resolution

Job Description

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation, we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve. With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

You are responsible for:

1. Analysing disputes received (Basis Customer allocated) – Understand what the Customer dispute is for

2. you should look up all upstream process to fetch data and understand the history of the said shipment

3. Analysing the case and decide on accepting/clarifying or rejecting the case

4. Reaching out to relevant coordinators for more information if required

5. Processing the amendment in core systems if we accept processing or reject per SOP

6. Communicating to customer / stakeholders via email / call as a required.

7. Recording complete root cause on reason or dispute

Qualification:

JL2 - Graduate + Experience: in 5 yrs.

JL3 - Graduate + Experience: in 5 - 7 yrs.

Expectations:

• Good communication both verbal and written (Voice background is a plus)

• Customer Focus & Owning the customer End 2 End

• Understand Customer requirement and focus on customer outcome through positive outcomes / Root cause Fixes liaising with different internal stakeholders

• Attitude to go over and above defined job boundaries for customer resolution within policies and procedures

• Must have experience in Stakeholder Management both internal and external

• Experience in working on SAP / CRM systems is a plus

Problem Solving Skills

• Own the issue, E2E

• Detailed and result oriented

• Low tolerance to delays.

• Problem solving, analytical and data skills

• Data backed decision making

Communication

• Professional standard in grammar and thorough articulation.

• Good Comprehension & Written Communication

• Good Communication Skills

• Ability to use positive language

Process Understanding

• Ability to understand end to end processes.

• Adherence to process and SOPs

• Attention to details, complete & error free documentation

• Adapt to change in process (SOP) / Systems

• Ability to understand end to end processes

Stakeholder Mgmt.

• Language capabilities to cater to specific countries (Can have)

• Experience in direct Stakeholder interactions (Global internal and external) preferred.

Perpetual night shift – NAM hours

What We Offer:

• Impact: Your work directly contributes to the success of our global operations.
• Opportunity: Ample opportunities for professional and personal growth.
• Innovation: Join a forward-thinking team embracing cutting-edge technologies.
• Global Exposure: Collaborate with diverse colleagues in an international business environment.
• Work-Life Balance: We value work-life balance and offer flexible working arrangements.

Join Maersk: Embark on a rewarding career journey with Maersk, where you'll contribute to redefining global logistics and trade while advancing your career in a dynamic and inclusive workplace.

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.