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.
Job Purpose/summary (Detailed -Why does the position exist, WITH what objectives and WITHIN what limits)
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.
Key responsibilities
(Detailed - List the 8-12 key responsibilities)
• Answer inbound calls from customers, delivery teams,
and client personnel; assess needs and provide accurate support.
• Troubleshoot delivery issues, including locating customer homes, contacting customers, requesting go-backs, and communicating updated time frames or delivery exceptions.
• Communicate with stakeholders through inbound and outbound calls, email, and SMS to support effective issue resolution and customer satisfaction.
• Follow up with customers after exception-based resolutions to confirm satisfaction.
• Monitor assigned delivery routes and teams in real time to support on-time delivery execution.
• Report route issues promptly and coordinate with delivery and field operations teams to resolve them.
• Provide periodic intraday updates on assigned routes to relevant stakeholders.
• Meet dispatch and customer service KPI targets within defined service levels.
• Support carrier compliance with operational standards and customer expectations.