Ocean Dispute Resolution Senior Specialist

Job Summary

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.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, lets sail towards a brighter, more sustainable future with Maersk. We are looking for a dynamic and customer-focused professional to join our team as a Customer Experience Dispute Resolution Specialist. This role requires strong communication skills, problem-solving abilities, and a passion for delivering superior customer outcomes. You will be responsible for owning customer issues, driving quick dispute resolution, and ensuring positive experiences through effective stakeholder management and process excellence.

Responsibilities

Customer Communication Focus

• Maintain regular communication with customers to understand requirements and resolve disputes quickly.
• Demonstrate professional standards in grammar, articulation, and language capabilities.
• Use positive language and empathetic communication to enhance customer experience.

Dispute Management

• Own customer issues end-to-end and ensure resolution within 24 hours.
• Achieve First Time Handling Rate (FTHR) > 70% and eliminate repeat disputes.
• Drive closure with high achievement orientation and accountability.

Problem Solving Analytical Skills

• Apply detailed, result-oriented approaches with low tolerance for delays.
• Use analytical and data-backed decision-making to resolve issues effectively.
• Ensure sustainable solutions through structured problem-solving.

Process Understanding Compliance

• Understand end-to-end processes and integrate sales and service functions.
• Adhere to SOPs and compliance requirements with attention to detail and error-free documentation.
• Adapt quickly to changes in processes, systems, and customer requirements.

Stakeholder Management

• Build strong relationships with global stakeholders and cater communication to specific countries.
• Drive customer outcomes through superior stakeholder engagement and collaboration.

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.

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