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Maersk Line recruits 01 Claims Recovery Coordinator



Maersk Line recruits 01 Claims Recovery Coordinator

Claims Recovery Coordinator
Egypt
Cairo
Local
Customer Service
Last application date: 8/7/2019
The Claims/Service Recovery coordinator will manage the activities of the processes related to any customer incidents, and ensure the highest possible customer satisfaction through handling their claims timely and reasonably.
Role will be located in Cairo.
We offer
An exciting career opportunity in an international, challenging business setting characterized by high pace and diversity. You will get to focus on creating valuable relations with current and new customers and work with highly-professional teams in an environment where you will be valued, recognized and well-rewarded.
Key responsibilities
– 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.
We are looking for
– 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

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