We are looking for a Senior Claim Analyst to join our North America North America Service Recovery & Claims team. This position will be based in Florham Park, N.J.
Maersk Line, the global containerized division of the Maersk Group, is dedicated to delivering the highest level of customer-focused and reliable ocean transportation services. Our vision, built from a strong heritage of uprightness, constant care, and innovation, has guided our business operations since the first Maersk Line vessel sailed in 1904. By remaining committed to that vision, we have expanded our business to become the world’s largest ocean carrier. And we are consistently recognized as the most reliable container shipping company.
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. Our competitive compensation and benefits package for full-time employees includes health, dental and vision insurance, 401k savings plan with an employer match and paid time-off. 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 CLIENT CARGO DAMAGE/LOSS CLAIMS:
Respond to, investigate into, adjust and otherwise resolve/conclude Global Key Clients’ cargo damage/loss claims, adhering to the governing contractual terms, legal principles and applicable Standard Operating Procedures, with focus on efficiency and timeliness.
Respond to initial notification of damage or loss to cargo, including surveyor engagement.
Be first point of contact for Key Clients with claims issues and concerns. Establish and maintain professional working relationship to promote positive customer experience in claims handling while
adhering to Maersk values.
Notify stakeholders as appropriate, including P&I club.
Undertake groundwork to complete the file to enable to take a position.
Decline, compromise or pay in full. When paying, negotiate to optimize (i) protection of corporate assets, and (ii) preservation of customer good will.
Where payment is due, obtain a legal release as appropriate, and process payment.
Where a declined claim goes into litigation, instruct and otherwise manage legal counsel to conclusion of the proceeding.
Seek recovery for full indemnification or partial contribution from responsible third parties. Commence legal proceedings as necessary.
Continually monitor cargo claim filing patterns. Gather data, analyze same (i.e., summarize, interpret, display), and identify emerging trends. As trends emerge, plan a preemptive action to prevent or minimize further occurrences that give rise to a cargo claim or service failure. Spearhead the implementation of the cure, communicate same to the stakeholders, monitor the effectiveness of the cure, and continually refine the cure or, as appropriate, wrap up.
Serve as the resident authority of cargo damage/loss claim issues in NAM. Field any inquiries from colleagues concerning cargo damage/loss claim-related issues. Particularly in response to inquiries involving complex facts or circumstances, take on a leader role, devise and provide instructions or guidelines to protect Maersk Line’s interests.
CLAIMS COMMUNITY SUPPORT:
Render assistance to: GSC Global Claims Department with cargo claim handling and resolution.
NAM-based Customer Solution Managers with cargo damage/loss response and claim handling.
CSCLM colleagues worldwide with cargo damage/loss response.
Lawyers, experts, surveyors, and other vendors with specific instructions as to their services and final output.
KEY CLIENT CONTRACTS:
Identify risks and recommend adjustments to Key Client contracts. Assist in the interpretation of the provisions relevant to cargo claims handling.
POLICY DEVELOPMENT AND ADVANCEMENT:
Recommend improvement in internal policies and/or SOPs as they relate to cargo damage/loss claim handling. Ensure best practices are shared and propagated in the claims community.
Adhere to the departmental SOPs and the Principals’ SOPs on data integrity at all times. In particular, in respect of the Key Clients, periodically provide claims records to KC account managers.
INDUSTRY QUALITY STANDARDS:
Support company commitment to ISO and other industry certification.
Perform other position related duties as specified by management.
We are looking for
Education and Experience:
Bachelor’s degree preferred
Relevant industry experience required
Significant experience in cargo claim handling, service failure recovery, loss prevention and/or legal/regulatory issue required
Technical Skills and Competencies:
Industry knowledge, overall familiarity with ocean carrier operations (e.g., vessel, terminals and inland transport network), carrier transport documents, sales/customer service practices.
Communication skills. Sound business writing, presentation skills, effective persuasion, and proper telephone etiquette.
Interpersonal skills. Must work well with others (colleagues, internal customers, external customers, and vendors), support/promote teamwork, and maintain good relationships under adversarial conditions.
General computer literacy. E-mail and other corporate-supported applications, Microsoft Office applications (in particular, Word, Excel), cyber-research in the Internet.
Continuous update of the above-referenced technical skills and competencies.
Continuous update on other relevant business skills.
Completion of company mandated on-line training courses in a timely manner.
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