Intern - MGF NCS Specialist

Workowon; Chennai; On-site; INR 500,000 - 700,000; Full time

Benefits offered by this job

Parental leave

Job summary

Maersk is seeking a MGF CX Specialist to support National Customer Service LTL Services by managing customer communications and real-time dispatch execution across the chain.

The role focuses on resolving delivery issues, providing timely route updates, and collaborating with field teams to ensure on-time performance and customer satisfaction.

Strong communication, problem-solving, and a customer-first mindset are essential as you monitor routes, report incidents, and maintain service standards.

Qualifications

• Customer service experience required.

Responsibilities

• 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 escalate 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.

Skills

Customer Service

Job description

Job Description:

About The Job

The MGF CX Specialist supports National Customer Service LTL Services by managing customer communications and real-time dispatch execution at Maersk.

Key Responsibilities

• 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 escalat 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.

Requirements

• Customer Service

Skills

Customer Service

Benefits

• Parental leave