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
The Ocean Disputes Specialist is responsible for ensuring the timely, accurate, and effective resolution of Ocean disputes within the defined scope and service-level targets. The role involves investigating disputes, identifying root causes, coordinating with customers and internal stakeholders, and driving corrective actions to improve dispute resolution performance and reduce financial exposure.
The role will also contribute to continuous process improvement and platform enhancement initiatives, supporting the rollout of solutions that streamline dispute handling, improve turnaround time, and strengthen the overall dispute-to-collection performance.
You will be responsible for:
- Managing the end-to-end resolution of Ocean disputes within the defined scope, ensuring accuracy, quality, and adherence to service-level targets.
- Analyzing dispute cases to understand the nature of the issue, validate supporting information, and determine the appropriate resolution.
- Identifying root causes of disputes and working with relevant stakeholders to implement appropriate corrective and preventive actions.
- Coordinating with customers and internal stakeholders to gather required information and drive timely resolution of disputes.
- Monitoring dispute resolution turnaround time (TAT), resolution ratios, and other relevant performance indicators.
- Driving improvements in dispute resolution performance by identifying process gaps, recurring issues, and opportunities for operational efficiency.
- Supporting initiatives aimed at improving the overall dispute-to-collection performance and reducing financial exposure.
- Leading or supporting platform rollouts and enhancement initiatives related to dispute handling and resolution processes.
- Collaborating with relevant teams to streamline dispute workflows, improve system usage, and enhance process effectiveness.
- Providing inputs and feedback for continuous improvement of dispute management processes and platforms.
- Maintaining accurate documentation of dispute cases, root causes, actions taken, and final resolutions.
- Ensuring adherence to established processes, controls, SOPs, and service-level requirements.
- Taking ownership of assigned disputes and ensuring they are followed through to closure within agreed timelines.
- Building effective stakeholder relationships through clear, professional, and solution-oriented communication.
- Using positive and customer-focused language while managing direct interactions with customers and internal stakeholders.
- Reporting relevant performance trends, recurring dispute drivers, and improvement opportunities to stakeholders and management.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Accounting, Supply Chain, Logistics, or a related discipline.
- Experience in Ocean Shipping, Logistics, Customer Experience, Dispute Management, Finance Operations, or Supply Chain Operations is preferred.
- Strong understanding of dispute management and resolution processes, preferably within the Ocean or Logistics environment.
- Strong analytical and problem-solving skills with the ability to identify root causes and develop practical solutions.
- Demonstrated ability to manage stakeholders effectively across customers and internal teams.
- Strong verbal and written communication skills, with the ability to communicate using positive and solution-oriented language.
- Ability to manage multiple cases and priorities while maintaining accuracy and adherence to agreed timelines.
- Strong process orientation and attention to detail, with a focus on quality and compliance.
- Ability to analyze TAT, resolution ratios, and other performance metrics and identify opportunities for improvement.
- Experience in process improvement, system/platform implementation, or change initiatives will be an advantage.
- Good working knowledge of MS Excel and relevant business systems/platforms, with the ability to quickly learn new tools.
- Ability to work collaboratively with cross-functional teams and drive issues through to resolution.
- Strong ownership mindset with a customer-focused and results-oriented approach.
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.
