Customer Experience Advocate

MacGregor – Let's shape the future together

Are you passionate about building strong relationships, managing customer requests, and delivering exceptional service while adapting to their changing needs? MacGregor is looking to hire an ambitious and proactive candidate to join our Customer Experience team. 

MacGregor is a leading provider of integrated cargo and load handling solutions for the maritime industry. Our equipment is installed on more than half of vessels worldwide, enhancing efficiency, safety, and sustainability for shipowners and operators. We pride ourselves on delivering world-class support to ensure the optimal performance of our equipment and are seeking a Customer Experience Advocate who shares our commitment to exceptional service.

This role is part of our Global Services Division. Reporting directly to the Customer Experience Team Leader. This position is based in Hamburg, Germany.

More responsibilities

• First point of contact for customer requests, ensuring timely responses and gathering necessary input from colleagues
• Manage quotes, customer deliveries, and resolve order challenges
• Confirm and send delivery instructions, maintaining proactive customer communication
• Build strong relationships to understand customer needs and take ownership of challenges, collaborating to deliver on promises
• Log and address claims, complaints, and non-conformances, working with colleagues to resolve issues and improve processes
• Process customer orders accurately and seek support from CX specialists and TL for customer needs
• Escalate urgent cases and perform additional duties as assigned by the manager

By joining our team, you will get the opportunity to be involved in interesting and varied work in an international, dynamic and multidisciplinary environment. With us you will be part of a collaborative working culture with challenges and opportunities to further develop yourself professionally.

What you’ll need to succeed

Customer-focused, problem solver, and accountable are essential in this position. We are looking for a person who is self-motivated, organized, and skilled in time management.

Ideally you have

• Knowledge of product, business, market and customer needs
• Interpersonal, communicational, and listening skills
• English language - both verbal and written
• German language - both verbal and written
• Compliant with safety and controls standards
• Proficient in MS Office, G-suite and ERP (SAP, Salesforce) knowledge is an asset

You will be part of

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.

Additional information

Kindly note that we will only review CVs and Cover Letters 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, we encourage you to apply as soon as possible.