MGF Lowe’s Specialist

Overview

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, and owns resolution of routine last-mile delivery issues within established guidelines.

What you'll do

• 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.

What you'll need

• English proficiency at C1 level.
• High school diploma or equivalent.
• Direct call-handling experience.
• 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.
• Microsoft Office Suite proficiency, including Excel, Word, and Outlook.
• 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.

Nice to have

• Bachelor's degree.
• Minimum 2 years of customer service experience.
• Knowledge of last-mile logistics, transportation, or control tower operations.

Details

• Location: Chennai, India (600116).