Intern, MGF NCS Specialist

About the Role

The MGF CX Specialist supports National Customer Service LTL Services.

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.

Accountable For

• Timely and accurate resolution of delivery issues and exceptions impacting customer experience.
• Consistent achievement of customer service, dispatch, and operational KPI targets.
• Effective route monitoring, issue escalation, and coordination across stakeholders to ensure successful last-mile delivery execution.
• Maintenance of high levels of customer satisfaction through proactive communication, follow-up, and service recovery efforts.
• Support of carrier compliance with operational standards, delivery commitments, and customer expectations.

Requirements & Tech Stack

• Customer Communications
• Real-time Dispatch Execution
• Last-mile Delivery Issue Resolution
• Phone, Email, SMS Communication
• Route Monitoring
• Stakeholder Coordination
• KPI Target Achievement