Invoice, D&D and Dispute Officer

THE ROLE :

The main role of the Service Delivery- Invoice, D&D and Dispute Assistant /Officer is to monitor and perform auto freighting, Audit, Invoice Dispute resolution, and to ensure timely issuance of accurate invoices to customers. This function is responsible for monitoring Not Invoiced Freight amounts (NIF), DDSM to be invoiced amounts (TBI) and Dispute while complying with all Group processes and requirements.

JOB RESPONSIBILITIES :

a. Monitor Freight invoicing

• Monitor Auto freighting and invoicing after vessel arrival and departure (Exp & Imp)

• Monitor and review External & Internal RFI

• Monitor Audit Checks (managing exceptions)

• Perform auto freighting and invoicing Break Bulk cargo.

• Provide and deliver hard/soft copy invoices to VIP customers.

• Maintain invoice Customer profile/exceptions

• Review and root cause analysis of delay invoices and credit note reason

b. Monitor DDSM Invoicing

• Monitor To Be Invoiced DDSM

• Check and Clear Errors that may hinder DDSM invoicing timeliness or accuracy

• Maintain invoice Customer profile/exceptions

• Issuing and sending DDSM invoices extend DO for APL Brand

• Monitor and invoice transferred DDSM charges

• Root Cause analysis of delayed DDSM invoices and Credit notes

c. Monitor Dispute Invoicing

• RFI resolution

• Stakeholder management for RFI not belonging to customer service

• Root cause follow up and proactive work to fix recurrent issues

• Follow up of unpaid disputes (pending to be resolved & resolved & unpaid)

• End to End coordination

• Escalation to RO For specific reoccurring issues

KEY PERFORMANCE INDICATORS :

a. Freight & DDSM Invoice Timeliness & Accuracy

b. NOVA Case Resolution TAT (INV – DIS) Queue

c. Dispute Resolution TAT

d. MYCS Dispute logged performance

e. Timely escalation of complex invoice issues

f. Timely clearance of freight & DDSM TBI (to be invoiced)

g. Reduce cancellation invoice especially for internal error/request and the evolution of internal reason

of cancel invoice and or dispute

QUALIFICATIONS AND PROFILE:

a. Strong knowledge in Shipping Industry (minimum 5 years of experience)

b. Graduate (3 years regular course ) Any bachelor degree or Equivalent University Degree

c. Knowledge of port / country regulations /  Incoterms knowledge

d. Risk management knowledge

e. Customer service / user support

f. Document management and archiving

g. Customer invoicing

h. Excellent Communication Skills