MGF Lowe s Specialist

The MGF Lowes CX Specialist supports Lowes 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.

Job Purpose/summary (Detailed - Why does the position exist, WITH what objectives and WITHIN what limits)

The MGF Lowes CX Specialist supports Lowes 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 Lowes 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; bachelors 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.

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