Customer Experience Advocate

MacGregor – Let's shape the future together

Are you passionate about delivering exceptional service and building strong customer relationships? MacGregor is looking to hire a detail-oriented and structured candidate with a customer-first mindset to join our Customer Experience team.

As a Customer Experience Advocate, you will be the primary point of contact for customers regarding spare parts requests. Your responsibilities include but are not limited to managing spare parts inquiries, creating requests for and providing quotes, processing and following up on orders, and coordinating with internal stakeholders to address challenges. Your focus will be on delivering prompt responses and ensuring on-time delivery within agreed lead
times.

More tasks and responsibilities

• Serve as the first point of contact for customer requests for spare parts, ensuring prompt responses
• Accurately process customer orders and notifications, ensuring all details are correctly entered
• Identify and address any challenges to on-time delivery by collaborating with colleagues to find solutions
• Build strong customer relationships to better understand their needs and provide tailored support
• Take ownership of challenges, ensuring commitments to customers are met and exceeded
• Log and manage claims, complaints, and non-conformances, working with colleagues to determine root causes, resolve issues quickly, and drive continuous improvement
• Challenge processes and advocate for improvements to enhance customer experience (CX)

You will work in close collaboration with the Sales and the Spare Parts organizations. This role is part of our Global Services Division (GSD), and reports directly to the Senior
Manager, Global Service Center. The position is located at our office in Houston, Texas.

What you’ll need to succeed

What truly matters is your commitment to understanding customer needs, solving problems effectively, and creating a positive customer experience with MacGregor. We’re looking for someone with a proactive, positive attitude, even in challenging situations, who pays close attention to detail to ensure no issue goes unresolved. A willingness to go the extra mile to exceeding customer expectations is key.

Ideally you have

• Previous experience in a customer support role is beneficial
• Familiarity with the SAP ERP systems and Salesforce is advantageous but not required
• Computer skills: Google Workspace and G-suite is an asset
• Experience from the maritime or related industries is a plus
• Fluent in both written and spoken English
• Fluent in Spanish is a plus

Why MacGregor?

Our people are behind every success. People create the technology and product lifecycle solutions that make us great, our people are the ones who innovate, and people drive our business forward. With us you will be part of an international collaborative working culture with challenges and opportunities to further develop yourself professionally. We enable sustainable global maritime operations by maximizing efficiency in cargo and load handling. 

Values guide our work

• Integrity steers all our thinking, behaviour and the relationships with our customers and other stakeholders
• Quality is valued in our processes, products and services and helps to improve our customers’ performance and our own competences
• Safety is essential in everything we do

MacGregor is an equal opportunity employer. We recognise that diversity is key to our continued success, and strive to maintain a fair and equitable recruitment process for all applicants.

What we offer

• Medical, Dental, Vision & Life insurance effective on your first day of employment
• Flexible Spending Account for medical expenses
• Company-paid Short & Long-Term Disability
• Company Paid Life Insurance Policy (2X’s annual base salary, max $300k) (Additional life insurance policies available for self, spouse and children)
• Company paid holidays, paid sick time & paid vacation time
• 401k Plan –company matches first 6% of employee contributions into the 401K plan, 401k Plan- new employees are eligible to participate in 401k Plan on the 1st day of the month following 30 days of employment- plan participants are 100% “vested” immediately upon enrolling into plan

Additional information

Do you have questions regarding the role? Please contact Diego Vanderlei Braz da Silva, Senior Manager, Global Service Center at Diego.Silva@macgregor.com.  

Kindly note that we will only review CVs and applications submitted in English through our recruitment portal. Unfortunately we do not consider CVs sent per email.

If you are ready to step into an exciting new role where you can make a significant impact and contribute to the success of MacGregor, apply today!