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Claims Recovery Coordinator

Maersk
Cairo, Egypt
Posted 4 years ago
86People 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
JobsLogistics/Supply ChainClaims Recovery Coordinator