Customer Service Representative

Maersk; Chennai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Maersk is seeking a CX Specialist to support Lowe's Heavy & Bulky Delivery and National Customer Service LTL services. You will manage customer communications across calls, emails, and SMS, and own resolution of routine delivery issues within guidelines.

The role partners with field operations, carrier teams, and internal stakeholders to drive timely deliveries and a consistent customer experience. The ideal candidate has a Bachelor's degree and at least two years of customer service experience,

Qualifications

• Excellent written and spoken communication skills; Bachelor's degree or equivalent.
• Minimum 2 years of customer service experience, preferably in a BPO space; direct call-handling experience required.
• Strong verbal and written communication with ability to provide precise, actionable information.
• Strong organization, time management, multitasking, and prioritization skills.
• Self-motivated, customer-focused, collaborative and solutions-oriented.

Responsibilities

• Manage inbound/outbound communications via phone, email and SMS with customers, field ops and carrier teams.
• Resolve routine last-mile delivery issues within guidelines and support on-time deliveries.
• Monitor routes in real time and provide intraday status updates and risk notifications.
• Collaborate with field operations and carrier partners to resolve challenges and maintain service continuity.
• Provide timely follow-ups with customers after resolutions to ensure satisfaction.

Skills

Communication skills

Customer service

Time management

Multitasking

Independent worker

Education

Bachelor's degree

Tools

MS Office (Excel, Word, Outlook)

Routing systems

Job description

The MGF Lowe's CX Specialist supports Lowe's Heavy & Bulky Delivery or 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 escape 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.

Required qualification, experience & skills:

• Excellent written and spoken communication skills Bachelor's degree or an equivalent qualification is required.
• Minimum 2 years of customer service experience preferred in a BPO space; direct call-handling experience required.
• Strong verbal and written communication skills with the ability to provide precise, actionable information.
• Strong organization, time management, multitasking, and prioritization skills.
• Self-motivated, customer-focused, collaborative, and solutions-oriented.

Required Business/ Technical Knowledge:

• Microsoft Office Suite proficiency, including Excel, Word, and Outlook.
• Knowledge of last-mile logistics, transportation, or control tower operations preferred.
• Customer service and dispatch KPI awareness within defined service levels.
• Real-time route monitoring, issue escalation, and coordination with field and carrier teams.
• Ability to use telephony, customer management, and routing systems throughout the workday.
• Ability to work independently within established guidelines and apply judgment to routine delivery issues.

Key measures:

• Customer service and dispatch KPI achievement within defined service levels.
• Timely customer contact and issue resolution.
• On-time route monitoring and dispatch execution.
• Accuracy and timeliness of intraday route updates.
• Compliance with operational standards and customer expectations.

Shift Timings:

Flexibility to work in rotational shifts, including night shifts, based on business requirements. Willingness to work in a 5-day workweek schedule, which may include weekends as part of the roster.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail].

A.P. Moller - Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With simple end-to-end offering of products and digital services, seamless customer engagement and a superior end-to-end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere - all over the world. For more information click here. All the way.