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, let's 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.
Your Key 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.
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 [email protected].
Skills Required
- Strong verbal and written communication skills with professional grammar and articulation
- End-to-end ownership of customer issues and dispute resolution
- Resolve customer disputes within 24 hours and drive high closure rates
- Achieve First Time Handling Rate (FTHR) greater than 70% and eliminate repeat disputes
- Analytical, data-backed decision-making and structured problem-solving
- Thorough understanding of end-to-end processes, SOPs, and compliance requirements
- Strong stakeholder management and ability to work with global teams
- Attention to detail and error-free documentation
- Adaptability to changing processes, systems, and customer requirements
What We Do
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society. ALL THE WAY is our commitment to connect the world so that everyone has both the possibility and the ability to trade, grow and thrive. The company employs roughly 110.000 employees across operations in 130 countries.
