Specialist Customer Service Solutions

At Hapag-Lloyd, we will support the further development of your skills in our culturally diverse, stimulating environment as you help us grow our customer base. As a Customer Solution Dispute specialist, the incumbent in this position oversees the investigation, research of disputes, and works closely with other departments to provide our customers with accurate information regarding their dispute. The incumbent will be responsible for direct customer communication, as well as assist in collection process.  This person possesses and applies knowledge of the principles, practices, and procedures of a particular field of specialization.

• Bachelor’s degree in business, Logistics, or related fields 
• Minimum 3 years’ experience in the Maritime Industry or the equivalent combination of education and experience preferred. 
• Project management experience, high organization and time management skills
• Convey information clearly over the phone and express patience, empathy and understanding with the voice alone. 
• Ability to understand and communicate with people whose native language is different from your own. 
• Ability to be polite when asking people to repeat, calm those who are angry and manage multiple calls effectively.  
• Knowledge and understanding of most shipping terms, routings, schedules and the general practices of various countries, carriers, ports, and terminals for job assignments. 
• Excellent written and verbal communication, including active listening and report writing. 
• Excellent organizational skills and attention to detail. 
• Strong analytical, problem-solving, and math skills. 
• Proficient using MS Office, Word, Excel, PowerPoint, Teams, and other software to meet work demands. 
•  This position is located in the United State and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law upon hire.

• Maintains up-to-date knowledge of all services that Hapag-Lloyd offers and ensures that the information given to the customer in the process of handling a dispute is accurate
• Expertise in rate agreement FIS screen; creation of a rate agreement; amendments
• Knowledge on interpreting service contract language / Briefcase repository
• Authorized to negotiate disputes with customer, in agreement with Hapag Lloyds RNA Waiver guidelines
• Authorized to make commercial concessions during Customer calls, as deem necessary after due diligence / review of dispute 
• Authorized / empowered to waive Time Pending charges (excluding out of pocket) 
• In depth knowledge of Tariff and HL D&D rules, guidelines and policies
• Daily calls to customers on all invalid disputes, looking for a resolution / collection 
• Conduct audits on disputes – ensure accurate reply to customers
• Daily steering and monitoring of dispute aging to ensure TAT max of 5days as of assignment to Hapag 150
• Project management experience; timely handling of deadlines, following up with other stakeholders
• Accurate handling of cluster customers for disputes / alignment on Dispute KPIs per cluster
• Subject matter expert in systems and processes to support team and conduct user acceptance testing (UAT)
• In conjunction with the Sales and Accounting departments, lends assistance in the resolution and correction of disputes and collection from customers
• Daily handling of Sales Force case. Meet all FCR – First case resolution and QP Quality promise targets 
• Drive performance within the team by exceeding quality promises and KPI deliverables
• Develop quantitative analysis and data science driven models to support business decisions.
• Monitor key dispute KPIs/ productivity, A/R collection status and overall performance metrics.
• Prepare necessary reporting and analyses for performance reviews as requested
• Monitor business performance through QS, conduct analysis, and develop strategies to drive execution and change.
• Assist in the rollout and drive the usage of new and existing product offerings by HL
• Participate in cross-functional area meetings, discussing solutions for daily problems involving other teams
• Identify training needs and ensure all team and functional training requirements are recorded and fulfilled
• Participate and support the global/regional projects related to Customer Service / Disputes
• Ensures consistent application of Hapag-Lloyd policies to all personnel actions