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 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 targe

📌 Customer Service Representative (Chennai)
🏢 Maersk
📍 Chennai