Service Recovery Agent

Service Recovery Agent




Service Recovery Agent

Detalles de la oferta

Maersk Line is looking for a proactive individual with solid sense of urgency and excellent time management skills to join our team in Panama in the position of Service Recovery Agent. This is an exciting career opportunity to work in a multinational, Global 500 company that makes global trade happen.

In this position you will act as the entry point for customer issues including cargo claims on a HUB and Cluster level. Incident acknowledgement, registration, handling and follow-up are within the scope. The Customer Service Claims team is the contact point not only for the customer but also for the claims hubs, Centre Claims and 3rd party. Will work in accordance with the defined demarcation set-up for local Customer Service claims and claims hubs

We offer

As the leading ocean transportation carrier in the world, we offer you exciting career opportunities with an international reach to further expand your experience through our diversity-focused and award-winning talent development initiatives. We have a competitive compensation and benefits package for full-time employees. Our parental leave policy is recognized world-wide as one of the best in the industry and we continue to look for new ways to invest in our talent through ongoing personal and professional development initiatives. Lastly, as one of the cornerstones of our values, we strive to deliver the right environment for the right people while fostering a culture of fairness, mutual respect, responsibility, and care for our business and our customers

Key responsibilities

Receive and review damage notifications, acknowledge receipt and guide the customer in relation to the claims handling process

Collate facts related to the claim and interpret the retrieved information from customers, terminals, operations and other related parties where applicable

Arrange for cargo inspection and survey when necessary
- Initiate service recovery measures to limit damage to cargo or customers, e.g.
- X-stuffing for damaged dry or malfunctioning reefer containers
- Re-routing cargo to faster route and/or mode of transport
- Register potential cargo claims in the claims handling system
- For cargo claims with P&I cover (i.e. claims involving ML legal liability) hand over the quantified claim to the responsible claims hub for resolution and settlement
- Follow up on and settle commercial claims, i.e. where no legal liability is involved
- Keep customer informed about the incident status and resolution
- Make recommendations, initiate and pursue appropriate claims prevention measures and corrective actions
- Establish working relationship with local P&I and provide notification to P&I club as per relevant SOPs for potential cargo claims above deductible and longstanding containers
- Continuously facilitate recovery from 3rd parties
- Follow up on HUB/Cluster longstanding to ensure reduction in CY Costs

We are looking for

Bachelor’s degree in Logistics, International business or any other related field

2+ years of experience working in the shipping and logistics industry

Previous experience in Insurance Companies will be a plus

Advance English level (Above 85% of fluency)

Proactive problem solver with proven capable of working independently to identify solutions and develop preventative measures

MS Excel and PowerPoint basic proficiency

Conflict resolution and negotiation skills

High sense of urgency is required

Ability to work under pressure

Excellent time management skills and ability to define priorities

Personable, energetic with excellent communication skills.

Ciudad: panama

Ciudad: panamá

Fuente: Emprego_Pt


  • Otros / Otros



  • Basic
  • Derecho Tributario

Sexo: Indefinido

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