Customer Service Intern - Last Mile Delivery Specialist

Maersk Line India Pvt Ltd; Chennai; Vor Ort; INR 134.000 - 223.000; Vollzeit

Zusammenfassung

Maersk Line India Pvt Ltd in Chennai is seeking an Intern for the MGF NCS Specialist role. The intern will support National Customer Service LTL Services by managing customer communications and real-time dispatch execution across calls, emails, and SMS.

You will assist with resolving routine last-mile delivery issues, coordinate with field operations and carrier teams, monitor routes in real time, and provide intraday updates to ensure on-time deliveries and a positive customer experience.

Aufgaben

• Manage customer communications via phone, email and SMS.
• Support real-time dispatch execution and monitor routes to ensure on-time deliveries.
• Assist in resolving routine last-mile delivery issues with field operations and carrier teams.
• Provide real-time route status updates and communicate delivery exceptions and risks.
• Follow up with customers after resolutions to confirm satisfaction.

Jobbeschreibung

Intern - MGF NCS Specialist

The MGF CX Specialist supports National Customer Service LTL Services by managing customer communications and real-time dispatch execution across calls, emails, and SMS. The role owns resolution of routine last-mile delivery issues within established guidelines, supporting customers, field operations, and carrier delivery teams to drive timely, successful deliveries and a consistent customer experience. Responsible Handle inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS. Assess customer needs and provide timely, accurate, and effective solutions to delivery-related inquiries, issues, and exceptions. Troubleshoot delivery exceptions in coordination with delivery and carrier teams, including customer availability concerns, route challenges, locating delivery addresses, go-backs, and communicating revised delivery timeframes. Monitor assigned delivery routes and teams in real time to support adherence to planned schedules, on-time performance, and successful delivery execution. Provide real-time route status updates and proactively communicate delivery exceptions, delays, and risks to relevant stakeholders. Report and escalation route and delivery issues as appropriate, coordinating with field operations, carrier teams, and other stakeholders to drive timely resolution. Collaborate with field operations and carrier partners to resolve operational challenges and maintain service continuity. Deliver intraday updates and reports on route performance, delivery status, and operational exceptions. Conduct proactive follow-up with customers following exception-based resolutions to confirm satisfaction and ensure a positive customer experience. Support carrier compliance with operational standards, service expectations, and customer requirements. Meet defined customer service, dispatch, and operational KPI targets within established service levels. Apply company values, policies, and service standards in all customer and stakeholder interactions. Accountable Timely and accurate resolution of delivery issues and exceptions impacting customer experience. Consistent achievement of customer service, dispatch, and operational KPI targets. Effective route monitoring, issue escalation, and coordination across stakeholders to ensure successful last-mile delivery execution. Maintenance of high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts. Support of carrier compliance with operational standards, delivery commitments, and customer expectations.

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Experience Level Entry Level