Individual is hired to resolve Customer disputes on invoiced billed to Customer. He is also expected to understand the Root cause and help fix the same in the upstream process.
This position will also support the Tender partners / area Sales team and centre trade and marketing teams to manage and grow assigned accounts in line with organizational strategy, goals, policies and processes.
As an employee with Maersk GSC you will be part of a working environment as diverse as the APMM group.
Maersk strongly encourages continuous learning at work and sharing of best practices by rewarding innovations. We aren’t all about work, we believe in a holistic development of our employees and so regularly organize recreational activities giving our employees a chance to unwind and showcase their creative side. As an organization we strongly believe in a people-centric approach with emphasis on employee engagement and work-life balance.
Analyse disputes received (Basis Target allocated ) – Understand what is Customer disputing for
Look up all upstream process to fetch data and understand the history of the said shipmentUnderstand Tender accounts E2E and have knowledge in length and breadth of the account being handledAnalyse the case and decide on accepting/clarifying or rejecting the caseReach out to relevant coordinators for more information if requiredProcess the amendment in core systems for accept processingCommunicate to customerRecord complete root cause on reason or disputeSupport Tender partner in delivering IQ / IE and reduce disputes if any across the board (Rate related, DnD and payer / terms.
We are looking for
Customer Focus & Owning the customerUnderstand Customer requirement and focused on customer outcomeAttitude to go across defined job boundaries for customer resolutionWinning for customer – high achievement orientationProblem Solving, analytical and data skillsOwn the issueDetailed and result orientedLow tolerance to delays.Good Communication Skills – Good Comprehension & Written CommunicationProfessional standard in grammar and though articulationAbility to use positive languageAbility to understand end to end processesAbility to conduct sales and service togetherAdherence to process and SOPsAttention to details, complete & error free documentationAdapt to change in process (SOP) / SystemsExperience in direct Stakeholder interactions (Global) preferably
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