Join Maersk as a Customer Service Representative in Chennai, India. This full-time role involves managing customer communications, real-time dispatch execution, and last-mile delivery issue resolution across a 5-day workweek with rotational and night shift flexibility.
Requirements
Bachelor'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.
Microsoft Office Suite proficiency, including Excel, Word, and Outlook.
Knowledge of last-mile logistics, transportation, or control tower operations preferred.
Strong written and verbal communication, organization, time management, and multitasking skills.
Skills & Responsibilities
Communication skills: Handle inbound and outbound multi-channel communications to resolve delivery inquiries and customer exceptions.
Logistics coordination: Monitor assigned delivery routes in real time, troubleshoot exceptions, and coordinate with carrier partners.
Technical proficiency: Utilize telephony, routing systems, and Microsoft Office Suite to track routes and report status updates.
Problem solving: Apply company guidelines to resolve operational challenges and achieve customer service KPI targets.
Potential transition routes: People from BPO support or dispatch roles may bring strong customer handling and communication skills, alongside meeting the required customer service experience.
Job description
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 targets within established service levels.
Apply company values, policies, and service standards in all customer and stakeholder interactions.
Accountable
Timely 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 & skills
Excellent written and spoken communication skills
Bachelor’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 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.
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.
