Ocean Dispute Resolution Specialist

Manages processes as per global Disputes SOP. Helps team build

efficiency by sharing knowledge, best practices and eliminating waste

steps in the process.

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 organization 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.

Job Description – Payer Dispute Specialist

Role Overview

The Payer Dispute Specialist is responsible for managing and resolving customer invoice and payer-related disputes accurately and within agreed service levels. The role requires strong analytical skills, customer focus, and the ability to collaborate with multiple stakeholders to ensure timely dispute resolution while protecting revenue and delivering an exceptional customer experience.

You will be responsible for

Dispute Management

Review, investigate, and resolve payer disputes in accordance with standard operating procedures and business guidelines.

Analyze dispute details, identify the root cause, and determine the appropriate resolution.

Coordinate with internal stakeholders, Front Office teams, Finance, Pricing, Operations, and customers to ensure timely closure of disputes.

Maintain complete and accurate documentation of all dispute cases in the relevant systems.

Ensure all disputes are resolved within defined Service Level Agreements (SLAs) and quality standards.

Operational Excellence

Achieve or exceed productivity, quality, turnaround time (TAT), and customer service targets.

Ensure high accuracy in dispute investigation and resolution while minimizing rework.

Monitor aging cases and proactively drive closures to reduce backlog.

Ensure compliance with internal controls, company policies, and process guidelines.

Prevent operational risks that could result in financial losses, claims, or penalties.

Customer Experience

Deliver a high standard of customer service by resolving disputes efficiently and professionally.

Communicate clearly and effectively with customers and internal stakeholders regarding dispute status and resolution.

Identify recurring dispute trends and recommend preventive actions to reduce future dispute volumes.

Contribute towards improving customer satisfaction and first-contact resolution wherever possible.

Knowledge & Training

Demonstrate complete process knowledge and subject matter expertise in payer dispute management.

Conduct on-the-job training (OJT) and provide coaching to new team members whenever required.

Support knowledge-sharing sessions and help maintain updated process documentation.

Learn and successfully execute Business Continuity Plan (BCP) activities to ensure uninterrupted business operations during contingencies.

Process Improvement

Identify process gaps, inefficiencies, and recurring issues impacting dispute resolution.

Provide innovative ideas and practical suggestions to improve operational efficiency, productivity, quality, and customer experience.

Participate in continuous improvement initiatives, automation opportunities, and Lean/Six Sigma projects where applicable.

Support implementation of new processes, system enhancements, and operational changes.

Stakeholder Management

Coordinate Gemba walks and process demonstrations for visitors, auditors, and internal stakeholders.

Represent the team professionally during process reviews, audits, and leadership visits.

Build strong working relationships with cross-functional teams to ensure seamless dispute resolution.

Key Performance Indicators (KPIs)

Productivity and throughput

Quality and accuracy

SLA and Turnaround Time (TAT) adherence

Aging and backlog management

First Contact Resolution (FCR), where applicable

Customer Satisfaction (CSAT/CSLS)

Compliance and audit adherence

Contribution to process improvement initiatives

Training and knowledge-sharing contributions

We are looking for

Required Skills & Competencies

Strong analytical and problem-solving skills.

Excellent verbal and written communication skills.

Customer-focused with a proactive approach to issue resolution.

Strong attention to detail and accuracy.

Ability to manage multiple priorities in a fast-paced environment.

Good stakeholder management and collaboration skills.

Proficiency in Microsoft Excel, Outlook, and business applications.

Ability to learn quickly and adapt to changing business requirements.

Preferred Qualifications

Bachelor's degree in Business, Commerce, Logistics, Supply Chain, Finance, or a related field.

At-least 2 yrs of experience in dispute management, OTC, Accounts Receivable, Finance Operations, Shared Services, or Customer Service is preferred.

Experience working in ERP platforms such as SAP or other case management systems is an advantage.

Knowledge of shipping, logistics, invoicing, or payer dispute processes is desirable.

What We Offer

Impact

Your work directly contributes to the success of our global operations.

Opportunity

Ample opportunities for professional and personal growth.

Innovation

Join a forward-thinking team embracing cutting-edge technologies.

Global Exposure

Collaborate with diverse colleagues in an international business environment.

Work-Life Balance

We value work-life balance and offer flexible working arrangements.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal oppor