Dispute Analyst

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.

Position Summary

The DDSM Dispute Analyst is responsible for receiving, reviewing, and responding to disputes from customers associated with CMA generated invoices for detention & demurrage. Working collaboratively, the team aims to uncover the underlying causes of disputes through meticulous research and root cause analysis to prevent their recurrence.

Functions & Duties
• Check for validity of the dispute received
• Serves as expert in the interpretation and explanation of service contracts, tariffs and agreements with ability to rigorously interpret and apply relevant policies and procedures
• Quickly gather information from disparate sources and make a proper analysis and recommendation
• Ensure that the disputes are fixed.
• Responsible for logging the dispute in OCEAN in accordance with the defined procedure
• Communicate with customers, pricing, sales and overseas agents
• Proactively problem solve, seek out root causes and recommend action for correction
• Miscellaneous related duties or projects as assigned.

Knowledge, Skills, Abilities
• Understanding of Industry processes and standards as a whole
• Familiarity with functions of different internal departments, primarily DDSM and customer invoicing
• Basic understanding of Service Contracts and Tariff filings
• Basic understanding of concepts and principles of Finance Teams and Collections
• Basic understanding of customer service and customer experience
• Strong attention to detail
• Good level of analytical and problem-solving abilities, enabling the identification of nuanced issues and solutions.
• Skillful conflict resolution abilities to manage customers with empathy and professionalism.
• Strong systems acumen (LARA, NOVA, OCEAN)
• Ability to effectively work independently as well collaboratively
• Ability to make decisions regarding accuracy of data based upon guidelines and contracts
• Strong sense of urgency
• Effective written, verbal, and interpersonal communication skills.
• Advanced Excel skills i.e. data manipulation using pivot tables, formulas, etc.
• Proficiency in Microsoft applications. (Microsoft Outlook, Word, PowerPoint, Access, others)

Qualifications
Education
Required/Preferred Education Level
Required Associate’s Degree

Work Experience
Experience Years of Experience Description
General Experience 3-5 years

Come along on CMA CGM’s adventure! The Company is an equal opportunity employer. All qualified applicants will receive consideration for employment. Discrimination or harassment based upon any protected characteristics as defined by state or federal law is wholly inconsistent with our company values and will not be tolerated. Alternative application methods are available for individuals who are unable to use or access our online application system. For assistance, please contact us at [email protected]