MGF NCS Specialist

APM Terminals Gothenburg; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Maersk is seeking a CX Specialist to support National Customer Service LTL by managing customer communications and real-time dispatch execution across calls, emails, and SMS. You will resolve routine delivery issues, coordinate with field operations and carriers, and uphold service levels with proactive updates to customers.

The role requires strong communication, organization, and problem-solving skills, plus 2+ years in customer service. Flexibility for rotating shifts is expected.

Qualifications

• Bachelor's degree or equivalent qualification required.
• Minimum 2 years of customer service experience preferred in a BPO space; direct call-handling experience required.
• Excellent written and spoken communication skills.

Responsibilities

• Handle inbound and outbound communications with customers, delivery teams, and internal stakeholders.
• Provide timely, accurate, and effective solutions to delivery-related inquiries and exceptions.
• Monitor routes and update stakeholders with real-time status and risks to ensure on-time deliveries.

Skills

Customer service

Communication

Organization

Time management

Multitasking

Problem solving

Call handling

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

MS Office

Job description

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.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] .