Maersk
Chennai, Tamil Nadu, India Posted 4d ago
The MGF CX Specialist supports National Customer Service LTL Services by managing customer communications and real-time dispatch execution at Maersk.
Key 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.
