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.