Claims Recovery Coordinator
Maersk -
Cairo, EgyptPosted 4 years ago86People have clicked1 open position
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Job Description
- Escalation point for complex problem-solving issues related to claims and service failures.
- Interact with all levels of the regional and local customer service teams to identify any incidents that may result in a customer service exception.
- Work closely with customer service agents on individual service recovery issues and assist with development, implementation and follow up on action plan.
- Provide direction on service recovery action.
- Responsible for implementing the claims reporting structure as advised by the Centre.
- Ensure all IOP’s on claims and insurance are implemented and followed
- Evaluate root cause of failure, log trends, and make recommendations on preventative measures.
- Ensure vendor/ customer are rebilled for service recovery expenses when applicable.
- Ensure we are meeting & monitoring agreed service levels, and identify root cause when targets are not being met.
- Provide weekly reports on the progress of any customer exceptions impacting service delivery.
- Understand key customer requirements and their products.
- Work closely with Head of Customer Service to establish action plans and assist on communicating those plans.
- Working closely with customer/claimants to review/process cargo claims, serving as liaison with claimant and global claims.
- Working closely with Sales team to assist customers as needed.
Job Requirements
- Bachelor’s Degree preferred with emphasis on International Business,
- Good understanding of logistics and supply chain management including the different products we offer.
- Must have excellent communication skills, shipping experience is a plus
- Excellent understanding of all aspects of the Problem Resolution process and systems that support that process.
- Strong stakeholder management
- An excellent understanding of all aspects of Transport, Export, Import and Documentation processes.
- Excellent written and verbal communication skills
- Ability to work with all levels of the organization
- Able to build positive relationships with customers and associated internal teams
- Strong analytical and attention-to-details skills
- Good negotiation and problem-solving skills
- Legal background or knowledge is a plus
- Good crisis management skill