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 efficient 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.

Primary internal stakeholders

• Subordinate Role
• Roles/ Teams WITHIN my function
• Divisions/ Departments OUTSIDE my Function

• MGF Lowe's Team Leader
• Fellow CX Specialists and Market Specialists
• Field Operations and other GSC departments supporting cross-functional execution

Primary external stakeholders

Typically, 1 - 3

• Customers and client personnel
• Carrier partners and delivery teams

Required qualification, experience & skills

• English proficiency at 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.
• 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

List 2-5 key measures/success criteria

• 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.

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.

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