The MGF Control Tower Specialist (contact center) supports the Last Mile Heavy & Bulky Delivery Service by delivering world-class customer experience through calls, emails, and SMS channels. This role owns the resolution of last-mile delivery issues, providing direct support to customers, field operations, and carrier delivery teams to drive successful deliveries. It is well suited to individuals who thrive in a collaborative, fast-paced environment with strong communication skills and a genuine focus on customer satisfaction.
Job Purpose
The MGF Lowe’s – Control Tower Specialist supports the Lowe’s Last Mile Heavy & Bulky Delivery Service by delivering world-class customer experience through calls, emails, and SMS channels. This role owns the resolution of last-mile delivery issues, providing direct support to customers, field operations, and carrier delivery teams to drive successful deliveries. It is well suited to individuals who thrive in a collaborative, fast-paced environment with strong communication skills and a genuine focus on customer satisfaction.
Key Responsibilities




Customer Communication & Issue Resolution
Answer inbound calls from customers, delivery teams, and client personnel; assess and respond to their needs.
Troubleshoot delivery issues alongside delivery teams — locating customer homes, contacting customers, requesting go-backs, and notifying customers of updated time frames or delivery exceptions.
Communicate with all stakeholders via calls (inbound/outbound), emails, and SMS in a manner that maximizes efficiency and ensures customer satisfaction.
Follow up with customers after exception-based resolutions to confirm satisfaction.
Dispatch & Route Monitoring
Monitor assigned delivery routes and teams in real time, ensuring on time deliveries.
Report real-time route issues and collaborate with delivery and field operations teams to resolve them.
Deliver periodical intraday updates on assigned routes to relevant stakeholders.
Performance & Compl

📌 Bilingual Contact Center Representative (Ciudad de México)
🏢 A. P. Møller-Mærsk
📍 Ciudad de México