Incident Coordinator (Shipping / Logistics / Freight Forwarding)

Position: Sr. Coordinator- Disputes

Department: Customer Service

Experience: 3+ Years

CTC Offered- 7 to 8 LPA

Job Description:

Main Objectives of this position:

• Deliver the highest levels of quality, be customer-oriented and create value for customers as well

as for our Shipping company.

Function and duties:

• Review, validate, and resolve revenue-related disputes in accordance with established policies, procedures, and business guidelines.

• Investigate revenue discrepancies and identify the root cause of disputes.

• Coordinate with relevant internal teams and stakeholders to obtain required information and resolve

revenue-related issues. Process, update, and finalize dispute cases accurately in FIS within the defined timelines.

• Ensure all dispute-related actions, resolutions, and supporting details are appropriately documented.

• Monitor assigned cases and follow up with relevant stakeholders to ensure timely closure.

• Adhere to standard operating procedures (SOPs), internal controls, and service-level agreements (SLAs).

• Implement new process requirements, updates, and operational changes communicated by management.

Identify recurring issues and support process-improvement initiatives to enhance accuracy and operational efficiency.

• Maintain high standards of quality, accuracy, productivity, and compliance.

• Escalate complex or high-risk cases to the appropriate stakeholders in a timely manner.

• Support team requirements and contribute to the achievement of operational goals and

performance targets.

• Complete all mandatory functional HIP training within the prescribed timelines.

Qualifications and Technical Job Requirements:

• Excellent written and verbal communication skills.

• Empathy (It comes with no Cost!)

• Good Observational "Eye"

• Actively Listening (Always!)

• Asking the Right Questions.

• Patience Is Everything.

• Attention to detail (Analytical skill)

• Able to work well with others and follow guidelines.

• Negotiation skill

• Positive attitude

Note: Only immediate joiners with relevant experience in the Shipping or Freight Forwarding industry will be

preferred.