Intern - MGF NCS Specialist
Core
Manage customer communications and real-time dispatch execution for National Customer Service LTL Services, resolving routine last-mile delivery issues to ensure timely deliveries and a consistent customer experience.
Role type
Customer Service & Dispatch Specialist (Last-Mile Logistics)
Builds
Last-mile delivery operations for LTL services
Domain
Logistics / Transportation / Customer Service
Required skills
Real-time communication, delivery exception troubleshooting, route monitoring, stakeholder coordination, KPI tracking, service recovery
Preferred skills
Carrier compliance management, proactive follow-up
Technologies
Phone, email, SMS
Responsibilities
Handle inbound and outbound communications with customers, client personnel, delivery teams, carrier partners, and internal stakeholders; 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.