Customer Experience Claims Consultant

Maersk is a global leader in integrated logistics and have been industry pioneers for over a century. Through innovation and transformation we are redefining the boundaries of possibility, continuously setting new standards for efficiency, sustainability, and excellence.

At Maersk, we believe in the power of diversity, collaboration, and continuous learning and we work hard to ensure that the people in our organisation reflect and understand the customers we exist to serve.

With over 100,000 employees across 130 countries, we work together to shape the future of global trade and logistics.

Join us as we harness cutting-edge technologies and unlock opportunities on a global scale. Together, let's sail towards a brighter, more sustainable future with Maersk.

Are you passionate about problem-solving, adept at investigation, and do you thrive on assisting and guiding colleagues based on your wealth of experience? If your resounding answer is YES! and you identify yourself as a proactive, assertive, and solution-driven individual who values teamwork, then you could be the ideal candidate to join our dynamic Maersk Claims team based in Cairo.

As a Customer Experience Claims Consultant , your role will encompass the comprehensive handling of cargo claims and litigation related to a diverse range of transport and service solutions offered by Maersk Ocean and Logistics & Services. Furthermore, you will take charge of incident handling and actively seek and recommend solutions to both internal and external stakeholders. Your proactive approach will not only mitigate claims and incidents but also contribute to enhancing processes and driving continuous improvement.

If you are ready to take on this challenging yet rewarding role, and you have a keen interest in contributing to the success of our highly engaged team, we encourage you to apply.

Key Responsibilities

• Handle all Ocean and Logistics & Services Claims of the countries under our scope viz system updates, investigations, collection of relevant documents from internal stakeholders and customers.
• Be knowledgeable about the terms and conditions of different carriage methods, any applicable rules, regulations, Maritime Conventions, (inter)national (maritime) laws etc. and in close collaboration with the Claims Hub, Regional Claims, lawyers, surveyors, and P&I.
• Actively engage with our external Lawyers and Regional Claims team as a top priority in handling litigation matters.
• Deliver the best customer communication experience.
• Handle cargo and container incidents with sense of urgency to mitigate the losses in accordance with Maersk and Global standards and guidelines.
• Support the Claims Hub in cargo recovery claims.
• Recommend solutions to management that support the business and protect the Company’s interests.
• Initiate, and pursue appropriate claims prevention measures and corrective actions with internal and external stakeholders.
• Arrange cargo inspection and joint survey when necessary.
• Identify and hold 3rd liable parties and invite them to joint survey.
• Create 100% of survey instructions on system prior to the job.
• Guide and collaborate with all stakeholders to clear longstanding containers in the most cost and time efficient.
• Participate in Demurrage recoveries and communications with customers and lawyers and do the required legal & commercial assessments with relevant stakeholders.
• Liaise with lawyers to file and handle the Demurrage recovery cases at courts.
• Review and approve the vendors’ invoices within 3 days
  
  

Who are we looking for :

• Minimum of 2 years of experience in the shipping and logistics industry.
• Preferred experience in cargo claims handling.
• Exceptional logical, analytical, and critical thinking skills.
• Obsessed with investigations and digging deep into detail.
• Exceptional attention to detail and high sense of urgency.
• Excellent communication, negotiation, and problem-solving skills.
• Proficient in verbal and written business and juridical communication in both English and native Arabic languages.
• High degree of flexibility, efficiency, assertiveness, diplomacy, and empathy.
• Self-motivated individual capable of both independent work and effective teamwork.
• Emphasis on a continuous improvement mindset, driving process execution, and optimization to minimize variations and exceptions.
• Continuous learning attitude.
• Ability to perform under high stress, adapt to change, and demonstrate commitment, open-mindedness, and a pragmatic can-do mentality.
• Work effectively within time constraints and make tough and flexible decisions.
• Ability to collaborate cross-functionally, engaging with all stakeholders to devise tangible solutions to operational and legal challenges while considering commercial requirements and service delivery impact on customers.
• Strong stakeholder and vendor management skills, with the ability to influence without authority.
• Demonstrate a commitment to customer-centricity to ensure an exceptional and positive customer experience.
  
  

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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