CHENNAI · FULLTIME
MGF NCS Specialist
Maersk Global Service Centres
Chennai · onsite · Posted 11d ago
Sourced from
Undisclosed3–8 yrsfulltimeChennai
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Section · 01
About this role
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 - 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.
- 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.
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Section · 02
Skills
Customer ServiceCustomer Experiencecustomer satisfactionOutboundField OperationsoperationsmaintenanceLegalcomplianceinbounddispatch
Section · Company
About Maersk
Maersk Global Service Centres
Logistics
30k+
employees
1904
122 years old
Bengaluru/Bangalore, Karnataka
India
₹10.2L PA avg
Avg at Maersk
About
A.P. Moller - Maersk is an integrated transport and logistics company; going all the way, together, for our customers and society.
Industries
LogisticsPorts & Shipping
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