Job Summary

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.

Responsibilities

- Handling inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS.
- Assessing customer needs and providing timely, accurate, and effective solutions for delivery-related inquiries, issues, and exceptions.
- Troubleshooting delivery exceptions in coordination with delivery and carrier teams, including customer availability issues, route challenges, address verification, go-backs, and revised delivery timeframes.
- Monitoring assigned delivery routes and teams in real time to support schedule adherence, on-time performance, and successful delivery execution.
- Providing real-time route status updates and proactively communicating delivery exceptions, delays, and potential risks to relevant stakeholders.
- Reporting and escalating route and delivery issues as appropriate, coordinating with field operations, carrier teams, and other stakeholders to ensure timely resolution.
- Collaborating with field operations and carrier partners to resolve operational challenges and maintain service continuity.
- Providing intraday updates and reports on route performance, delivery status, and operational exceptions.
- Conducting proactive follow-ups with customers after exception-based resolutions to confirm satisfaction and ensure a positive customer experience.
- Supporting carrier compliance with operational standards, service expectations, and customer requirements.




- Meeting defined customer service, dispatch, and operational KPI targets within established service levels.
- Applying company values, policies, and service standards in all customer and stakeholder interactions.

Accountable

- Ensuring timely and accurate resolution of delivery issues and exceptions impacting customer experience.
- Consistently achieving customer service, dispatch, and operational KPI targets.
- Effectively monitoring routes, escalating issues, and coordinating across stakeholders to ensure successful last-mile delivery execution.
- Maintaining high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts.
- Supporting carrier compliance with operational standards, delivery commitments, and customer expectations.

Required Business / Technical Knowledge

- Microsoft 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 measures

- Customer 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 Timings

- Flexibility 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.

📌 MGF NCS Specialist (Chennai)
🏢 A.P. Moller - Maersk
📍 Chennai