Customer Service Claims Specialist

Do you love solving problems, investigating, assisting and guiding colleagues
based on your experience and assessment? If you can clearly answer this with
YES! and if you consider yourself to be a proactive, assertive and solution
driven person who values teamwork, then you might be the perfect match to
expand our highly engaged Maersk Claims team, located in Cairo.

As a Claims Specialist, you are the mediator between our customers and Maersk
in handling cargo & legal claims and litigations on country level for a
multitude of transport and service solutions being offered by Maersk Ocean and
Maersk Logistics & Services (Maersk L&S). In this position you would also be
responsible for incidents handling and for actively looking for and
recommending solutions to internal and external stakeholders to prevent claims
& incidents and improve processes.
* 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.
* Receive and review damage notifications and guide the customer in relation to the claims handling and settlement processes for Ocean, Multimodal- and Inland Transportation as well as claims filed against Damco Netherlands related to Maersk Logistics and Services, like Warehousing and Distribution, Supply Chain Management, Air freight and other Value-Added Services.
* Pre-claims handling viz system update, investigation, collection of relevant documents in case of cargo damage notifications and incidents.
* Handle and clear the new triaged cases and new customers' emails ASAP within the agreed timeline.
* Be knowledgeable about the terms and conditions of different carriage methods, other applicable rules, regulations, Maritime Conventions, (inter)national (maritime) laws etc. and in close collaboration with the Claims Hub, CEN, Regional Claims Manager, lawyers, surveyors, and local P&I Club representatives.
* Keep customer informed about the claim status and resolution in due time.
* Deliver the best customer communication experience by picking up/returning ‎100% of the calls, attending emails and concluding claims ASAP and keeping the customers updated with the status of their claims.
* Report new quantified claims to Claims Hub once all the relevant documents are received and in the best organized and comprehensive way.
* Ensure complete documentation and continuously follow up of claim cases in the claims handling system.
* Build a solid quantified claim cases and maintain a target of receiving none to minimal queries from Claims Hub.
* Support Claims Hub in cargo recovery claims whenever needed.
* Recommend solutions to management that support the business and protect the Company's interests at the same time.
* Initiate, and pursue appropriate claims prevention measures and corrective actions with internal and external stakeholders.
* Arrange cargo inspection and joint survey when necessary.
* Collaborate with commercial management for possible commercial compensations/top-up within the agreed timeline.
* Guide and collaborate with all stakeholders to clear longstanding containers in the most cost and time efficient ways such as auction, disposal, salvage, giveaway, etc.
* 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 once the decision is taken.
* Keep a timely record to all D&D recovery court cases and their status/chances.
* Arrange monthly claim reports to your country scope for analysis and continuous enhancement.
* Support Center/Global Legal desks in handling cargo court cases.
* Handle all the communication of our external lawyers on top priority basis or follow-up with internal stakeholders until the case is handled, to avoid any negative impact on our interests.
* Handle incidents, such as container/cargo damage, theft, pilferage, fraud, counterfeit, smuggle, confiscated cargo, leaking cargo, delays, vessel- and terminal incidents, General Average etc, in the light of Maersk and Global standards and guidelines.
* Handle critical incidents with sense of urgency to mitigate the losses.
* Hold 3rd parties liable and invite them to joint survey in due time as deemed relevant.
* Create ‎100% of survey instructions on system prior to the job.
* Review and approve the vendors' invoices within ‎3 days.
Who we are looking for :
* Experience in shipping/logistics/vessel operations/container business is a great advantage.
* Proven experience with claims handling and customer service is preferred.
* High attention to details
* Strong analytical skills.
* Logical and critical thinker.
* Obsessed with investigations and digging deep into details.
* Strong verbal and written business and juridical communication skills, both in English and native Arabic languages.
* Strong and continuous learning attitude.
* High degree of flexibility, efficiency, assertiveness, diplomacy, independence, and empathy.
* Excellent communication and negotiation skills.
* Excellent problem-solving skill.
* High sense of urgency.
* Self-motivated who can work independently and also a good team player.
* Continuous Improvement Mindset, driving processes execution, and optimization, to minimize variation and exceptions.
* Relate to others in a positive credible, constructive, and respectful manner.
* Perform under high stress, adapt to change, and demonstrate commitment, an open minded, and a pragmatic can-do mentality.
* Work with time constraints and make flexible decisions.
* Strong stakeholder and vendors management, being able to influence without authority and challenge constructively.
* Accountable for customer centricity within your scope and in close collaboration with internal stakeholders.
* Ability to collaborate cross-functionally, while engaging with all stakeholders to devise tangible solutions to operational and legal challenges, considering the commercial requirements and service delivery impact on our customers.