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. 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 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. 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 Lowe's 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; bachelor's 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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