About the role

Customer Solution Dispute specialist overseeing and researching disputes while providing accurate information to Hapag-Lloyd customers. Collaborating with various departments to ensure efficient dispute resolution and customer communication.

Responsibilities

Oversees the investigation, research of disputes, and works closely with other departments to provide our customers with accurate information regarding their dispute.
Responsible for direct customer communication, as well as assist in collection process.
Maintains up-to-date knowledge of all services that Hapag-Lloyd offers.
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.
Conduct audits on disputes – ensure accurate reply to customers.
Daily steering and monitoring of dispute aging to ensure TAT max of 5 days as of assignment to Hapag 150.
Prepare necessary reporting and analyses for performance reviews as requested.

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 States and requires eligibility to work in the United States and completion of the employment eligibility form required under federal law upon hire.

Attractive Annual Bonus – Based on company performance, recognizing your impact on our success.
Hybrid Work Environment – Enjoy the flexibility of working remotely while staying connected with three in-office days per week.
Modern Office Space – Our state-of-the-art office fosters creativity, collaboration, and comfort.
Public Transportation Support – We help cover commuting costs to make your daily travel easier and more affordable.
Comprehensive Benefits Package – Including 401(k) with company match, and health, dental, and vision insurance plans.