Bilingual Contact Center Representative

The MGF Control Tower Specialist (contact center) supports the Last Mile Heavy & Bulky Delivery Service by delivering world-class customer experience through calls, emails, and SMS channels. This role owns the resolution of last-mile delivery issues, providing direct support to customers, field operations, and carrier delivery teams to drive successful deliveries. It is well suited to individuals who thrive in a collaborative, fast-paced environment with strong communication skills and a genuine focus on customer satisfaction.

Job Purpose

The MGF Lowe’s – Control Tower Specialist supports the Lowe’s Last Mile Heavy & Bulky Delivery Service by delivering world-class customer experience through calls, emails, and SMS channels. This role owns the resolution of last-mile delivery issues, providing direct support to customers, field operations, and carrier delivery teams to drive successful deliveries. It is well suited to individuals who thrive in a collaborative, fast-paced environment with strong communication skills and a genuine focus on customer satisfaction.

Key Responsibilities

Customer Communication & Issue Resolution

• Answer inbound calls from customers, delivery teams, and client personnel; assess and respond to their needs.
• Troubleshoot delivery issues alongside delivery teams — locating customer homes, contacting customers, requesting go-backs, and notifying customers of updated time frames or delivery exceptions.
• Communicate with all stakeholders via calls (inbound/outbound), emails, and SMS in a manner that maximizes efficiency and ensures customer satisfaction.
• Follow up with customers after exception-based resolutions to confirm satisfaction.

Dispatch & Route Monitoring

• Monitor assigned delivery routes and teams in real time, ensuring on time deliveries.
• Report real-time route issues and collaborate with delivery and field operations teams to resolve them.
• Deliver periodical intraday updates on assigned routes to relevant stakeholders.

Performance & Compliance

• Meet dispatch and customer service KPI targets within defined service levels.
• Ensure carrier compliance with operational standards and customer expectations.

Scope & Level of Work

This is an individual contributor role with direct accountability for customer interactions and dispatch execution within the Lowe’s Last Mile operation. Colleagues work independently within established guidelines and under the direction of a MGF Lowe’s Team Lead, applying standard processes while exercising judgment to resolve routine delivery issues. Work is structured, time-sensitive, and performed on-site, requiring adherence to SLAs related to customer contact, route monitoring, and issue resolution.

Qualifications & Skills

• English proficiency at a C1 level required.
• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum 2 years of customer service experience preferred; direct call-handling experience required.
• Knowledge of last-mile logistics, transportation, or control tower operations is a plus.
• Proficient with the Microsoft Office Suite (Excel, Word, Outlook).
• Strong verbal and written communication skills with the ability to provide precise, actionable information.
• Organizational and time-management skills with the ability to multi-task and prioritize effectively.
• Self-motivated, customer-focused, and solutions-oriented.

Working Relationships

• Reports to MGF Lowe’s Team Lead within Customer Experience Operations.
• Works alongside fellow Control Tower Specialist, market specialists, and delivery teams to ensure successful deliveries.
• Coordinates with field operations, carrier partners, and client personnel to resolve route and delivery issues.
• Collaborates with other GSC departments as needed to support cross-functional operations.

Work Environment

This is a site-based role performed within a Global Service Centre environment. Shifts fall within the department’s 4:00 AM–12:00 AM (Mexico) operating window; flexibility to work weekends and holidays is required. The role requires sustained use of telephony, customer management, and routing systems throughout the workday.

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 accommodationrequests@maersk.com.