Customer Experience Team Leader

MacGregor – Let's shape the future together

We are looking for a passionate and results-driven Customer Experience Team Leader to join our mission of delivering industry-leading service. In this role, you will be responsible for leading, supporting, coaching, and motivating your team to ensure our customers are not just satisfied, but delighted. Working closely with the Sales Director Europe and the other Customer Experience Team Leaders, you will ensure to equip your team with the tools and knowledge they need to achieve company goals while fostering strong global and internal relationships to drive continuous improvement.

Reporting directly to the Sales Director, Europe. This position is based in Hamburg, Germany.

More tasks and responsibilities

• Have in depth knowledge of customers, understand their needs and have strong knowledge of the business, products and processes. 
• Be the voice of the customer, working with CXD, focussed on continuous improvement not just within Customer Experience but the wider business, to ensure our processes and way of working are as efficient and customer centric as they can be. 
• Monitor daily set KPI’s and support team to ensure the team is meeting and preferably exceeding against set KPI’s. 
• Liaising with key colleagues to ensure everything is in place and any challenges overcome to guarantee we deliver within set lead time and customer requests are handled promptly. 
• Be the first point of escalation and proactively think outside the box and work to find solutions to ensure deliveries are made on time and customers needs are met and escalate if needed. 
• Processing and resolving Customer Complaints, working with colleagues to find root cause and preventative measures. 
• Complete monthly one to one’s, coaching sessions with the team to ensure they have the skills, knowledge and motivation to be the best they can. 

What you’ll need to succeed

To be successful in this role, you should be a proactive problem-solver with a passion for people development and a "customer-first" mindset. You will need the ability to thrive in a fast-paced environment, using your strong interpersonal skills to build relationships across the business and drive efficiency through accountability and structured organization.

Ideally you have

• At least 5 years of experience in a Team Leader role, with a proven track record of motivating, coaching, and developing teams.
• Fluency in English and in German and highly effective communication skills.
• Solid computer skills (MS Office, G-Suite, ERP/SAP), with Salesforce knowledge being a valuable asset.
• A professional, empathetic, and solution-oriented mindset, with a strong ability to solve problems and act as an advocate for the customer.
• A structured and proactive approach to work, with excellent time management skills and the ability to stay efficient in a fast-changing environment.
• High levels of accountability, accuracy, and a positive, enthusiastic attitude toward team collaboration and business goals.

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.

Additional information

Do you have questions regarding the role? Please contact David Navratil, Sales Director, Europe at david.navratil@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!

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