Job Description

Main Purpose of the Role:

The primary purpose of the Resolution Specialist is to manage and resolve customer disputes efficiently and effectively. This role involves reviewing and analyzing customer disputes, ensuring compliance with industry regulations, and facilitating timely resolutions. The Customer Resolution Advisor acts as a liaison between various departments, including Customer Service, Finance, and Logistics/Operations, to ensure that all disputes are handled promptly and accurately. This position requires strong analytical skills, attention to detail, and excellent communication abilities to improve customer satisfaction and drive process improvements.

Major Areas of Responsibility:

• Dispute Resolution: Handle and resolve customer disputes related to detention, demurrage, freight and assessorial charges.
• Compliance: Ensure all disputes are handled according to the UIIA’s and FMC regulations. Manage escalated matters involving all customer and trucker communications.
• Customer Interaction: Act as the primary point of contact for customers regarding dispute resolution, providing timely and accurate information. Ensure clear communication and provide detailed explanations for dispute resolutions.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the resolution process.

Main Tasks:

• Handling customer interactions as it relates to resolving customer disputed invoices.
• Work closely with cross-functional teams, including overseas colleagues, Sales Operations, Finance, and Logistics/ Operations, to understand business needs and provide data-driven solutions. Coordinate with various departments to facilitate timely resolution of disputes.
• Facilitating communication with customers as it relates to their case.
• Completion of Workflow for customer valid disputes.
• Collect and analyze data from various sources to identify trends, patterns, and insights. Use this data to inform business strategies and improve resolution processes.
• Update weekly Root Cause Analysis Report and WF/Corrector trackers as needed.
• Proposing and initiating process improvement cross functionally.
• Educate customers about the correct process for requesting mitigation and avoiding disputes through the portal. Provide guidance on submitting disputes and attaching necessary supporting documentation.

Requirements

• Education: High school diploma or equivalent; additional education or certification in management is a plus.
• Experience: At least three years of experience in customer resolution or a related role within the maritime industry.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to analyze complex data and provide actionable insights.
• Attention to Detail: Meticulous attention to detail to ensure accuracy in data analysis and dispute resolution.
• Customer Service Orientation: A proactive approach to addressing customer needs and ensuring high levels of customer satisfaction.
• Team Player: Ability to work independently and as part of a team, showing commitment and respect to others.

Preferred Qualifications:

Industry Knowledge: Familiarity with maritime regulations and industry standards related to demurrage, detention, and freight charges

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