Last Mile Customer Service Specialist

MGF NCS Specialist At Maersk , we are a global leader in integrated logistics, pioneering the industry for over a century. Our commitment to innovation and transformation continuously redefines the boundaries of what’s possible—setting new benchmarks for efficiency, sustainability, and excellence. We believe in the power of diversity, collaboration, and continuous learning , and strive to ensure our people reflect the customers we proudly serve. With a workforce of over 100,000 employees across 130 countries, we work together to shape the future of global trade. Join us as we leverage cutting-edge technologies and create global opportunities. Let’s sail together towards a brighter, more sustainable future with Maersk. Purpose of the role 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. You will be Responsible for: Handling inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders via phone, email, and SMS. Assessing customer needs and providing timely, accurate, and effective solutions for delivery-related inquiries, issues, and exceptions. Troubleshooting delivery exceptions in coordination with delivery and carrier teams, including customer availability issues, route challenges, address verification, go-backs, and revised delivery timeframes. Monitoring assigned delivery routes and teams in real time to support schedule adherence, on-time performance, and successful delivery execution. Providing real-time route status updates and proactively communicating delivery exceptions, delays, and potential risks to relevant stakeholders. Reporting and escalating route and delivery issues as appropriate, coordinating with field operations, carrier teams, and other stakeholders to ensure timely resolution. Collaborating with field operations and carrier partners to resolve operational challenges and maintain service continuity. Providing intraday updates and reports on route performance, delivery status, and operational exceptions. Conducting proactive follow-ups with customers after exception-based resolutions to confirm satisfaction and ensure a positive customer experience. Supporting carrier compliance with operational standards, service expectations, and customer requirements. Meeting defined customer service, dispatch, and operational KPI targets within established service levels. Applying company values, policies, and service standards in all customer and stakeholder interactions. Accountable Ensuring timely and accurate resolution of delivery issues and exceptions impacting customer experience. Consistently achieving customer service, dispatch, and operational KPI targets. Effectively monitoring routes, escalating issues, and coordinating across stakeholders to ensure successful last-mile delivery execution. Maintaining high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts. Supporting carrier compliance with operational standards, delivery commitments, and customer expectations. 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. What We Offer: Impact : Be part of a team that directly contributes to global operations. Opportunity : Unlock professional and personal growth through diverse career pathways. Innovation : Work with a team that embraces technology and continuous improvement. Global Exposure : Collaborate across geographies and cultures. Work-Life Balance : Flexible working arrangements to support your well-being. 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 . Experience Level Mid Level