Dispute Officer

at  CMACGM

Led by Rodolphe Saadé, the CMA CGM Group, a global leader in shipping and logistics, serves more than 420 ports around the world on five continents. With its subsidiary CEVA Logistics, a world leader in logistics, and its air freight division CMA CGM AIR CARGO, the CMA CGM Group is continually innovating to offer its customers a complete and increasingly efficient range of new shipping, land, air and logistics solutions.
Committed to the energy transition in shipping, and a pioneer in the use of alternative fuels, the CMA CGM Group has set a target to become Net Zero Carbon by 2050.
Through the CMA CGM Foundation, the Group acts in humanitarian crises that require an emergency response by mobilizing the Group’s shipping and logistics expertise to bring humanitarian supplies around the world.
Present in 160 countries through its network of more than 400 offices and 750 warehouses, the Group employs more than 155,000 people worldwide, including 4,000 in Marseilles where its head office is located.

SUMMARY:

Equipped with a good knowledge of the company’s systems, processes and shipping regulatory requirements, the Disputes Coordinator owns and takes a leading role in disputes management processes. As an integral part of Customer Care the role provides the customers with an efficient one-point contact - he/she will manage customers’ inquiries, actively engage and ensure the seamless flow of customer’s shipments. He/She takes the lead in liaising with appropriate internal and external parties to promptly resolve invoice and other related issues or to provide an accurate information required by customer.

MINIMUM REQUIREMENTS:

Diploma/Bachelor’s Degree in any discipline;
Good communication and presentation skills;
Strong proficiency in MS Office, MS Excel, knowledge in Macro will be advantageous
Meticulous and service-oriented;
Good interpersonal skills;
Analytical, independent and team player
*This role is open for Singaporeans only
*Kindly note that only short-listed applicants will be contacted.
** By applying for this role, you hereby consent to the CMA CGM Group collecting, processing and using any personal information you submit, for the following purposes:
(i) To process the application for the role being applied for;
(ii) To process the application for other open positions within the CMA CGM Group which may be suitable to you;
(iii) To conduct necessary reference checks; and
(iv) Any other purpose related to one or more of the above.
You further consent to the CMA CGM Group retaining such personal information for a period of two years following your submission thereof, so that we may consider you for other open positions within the CMA CGM Group which may be suitable to you in the event that you are not selected for this role.
NOTICE TO THIRD PARTY AGENCIES: Please note that CMA CGM Group does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Recruitment Fee Agreement, CMA CGM Group will not consider or agree to payment of any referral compensation or recruiter fee. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement, CMA CGM Group explicitly reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, are deemed to be the property of CMA CGM Group.
Come along on CMA CGM’s adventure

Assure timely and accurate dispute process according to targets proposed, customer needs and company policies.
Manage emails efficiently by ensuring we respond to customer inquiries in a timely manner
Coordinate, analyze and resolve disputes within stipulated days per customer treatment level
Resolve disputes in cost effective manner ensuring no revenue leakage
Perform root-cause analysis for every cases and create an action plan to help reduce disputes
Drive KPI performance with internal stakeholders
Guide team members and GBS counterpart with best practices / knowledge-sharing
Ensure all communication are done properly and generate internal and external partnership in order to improve productivity and team performance.
Checking local exception list & or customer profile, If necessary information cannot be located during research & additional information is being required either from customer or from other depts., the user will escalate queries to Sales, Origin office or another dept. internally at Agency, or HO (in coordination with local Sales team).
Researching Service Contracts for rates and / or free time