MGF Lowe’s Specialist

Maersk; Tamil Nadu; On-site; INR 400,000 - 600,000; Full time

Job summary

Maersk in India is hiring a CX Specialist to support Lowe's Last Mile Heavy & Bulky Delivery Service by managing customer communications and real-time dispatch across calls, emails, and SMS. You will troubleshoot delivery issues, coordinate with field ops and carrier teams, monitor routes, and provide timely updates to ensure on-time deliveries and a positive customer experience.

The role demands strong communication, 2+ years in customer service, and the ability to work flexible shifts in a

Qualifications

• Bachelor’s degree or equivalent required.
• 2+ years of customer service experience preferred in a BPO space; direct call-handling experience required.
• Strong communication skills with the ability to provide precise, actionable information.

Responsibilities

• Handle inbound and outbound customer communications via phone, email, and SMS.
• Troubleshoot delivery issues in coordination with field operations and carrier teams.
• Monitor routes and provide real-time status updates to stakeholders.
• Meet KPIs for customer service, dispatch, and operational targets within defined service levels.

Skills

Written communication

Verbal communication

Customer service

Time management

Multitasking

Organization

Self-motivated

Collaboration

Problem solving

Education

Bachelor’s degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

The MGF Lowe's CX Specialist supports Lowe's Last Mile Heavy & Bulky Delivery Service 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.At Maersk , we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence.We believe in the power of diversity, collaboration, and continuous learning , and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade.ResponsibleHandle 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.AccountableTimely 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 & skillsExcellent written and spoken communication skillsBachelor’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 KnowledgeMicrosoft 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 measuresCustomer 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 TimingsFlexibility 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.What We Offer:Impact : Be part of a team that directly contributes to global operations.Opportunity : Unlock professional and personal growth through diverse career pathways.Innovation : Work with a team that embraces technology and continuous improvement.Global Exposure : Collaborate across geographies and cultures.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] .