Sr. Specialist - Ocean Disputes

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

1. Analysis disputes received (Basis Target allocated) - Understand what Customer disputing is for
2. Look up all upstream process to fetch data and understand the history of the said shipment
3. Analysis the case and decide on accepting/clarifying or rejecting the case
4. Reach out to relevant coordinators for more information if required
5. Process the amendment in core systems for accept processing
6. Communicate to customer
7. Record complete root cause on reason or dispute

Required Skills:

Good Communication Skills & Ability to use positive language

Good Comprehension & Written Communication

Customer Focus & Owning the customer

Understand Customer requirement and focused on customer outcome

Attitude to go across defined job boundaries for customer resolution

Winning for customer - high achievement orientation

Driven to ensure closure

Superior Stakeholder Management

Responsible to drive Customer outcomes through positive customer experience

Having regular communication with Customers to understand their requirements for a quick dispute resolution.

Problem Solving Skills

Own the issue, Detailed and result oriented Low tolerance to delays.

Problem solving, analytical and data skills Data backed decision making

Communication

Professional standard in grammar and though articulation. (Including Language capabilities)

Communication Professional standard in grammar and though articulation. (Including Language capabilities)

Good Comprehension & Written Communication

Good Communication Skills Ability to use positive language

Process Understanding

Ability to understand end to end processes.

Ability to conduct sales and service together

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

Experience in direct Stakeholder interactions (Global) preferably

Manage disputes in 24 hrs

FTHR should be > 70%

No - repeat dispute

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