Customer Experience Advocate

MacGregor is a global company that operates in 30 countries with 2000 employees. We provide sustainable cargo and load handling with a strong portfolio of products, services, and solutions to the maritime and offshore industries. Our solutions are found in over half of the world's merchant fleet.

We believe MacGregor is a great place to work and we are looking for innovators with an international mindset to join our team and help us create lifetime value for our customers.

**MacGregor - Let's shape the future together**:
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**: