Customer Experience Advocate - MacGregor Spare Parts Team

Shape your journey onboard and offshore with us

Job Title: Customer Experience Advocate – MacGregor Spare Parts Team
Location: Gateshead, UK
Employment Type: Full-time


About Us:

At  MacGregor, we are global leaders in innovative cargo-handling solutions and services for maritime industries. We pride ourselves on delivering high-quality spare parts and exceptional customer service to our clients worldwide. Our Spare Parts Team plays a crucial role in ensuring the satisfaction of our customers, maintaining their trust, and supporting the operational efficiency of their vessels.
We’re looking for passionate, customer-centric problem solvers to join our dynamic team as a Customer Experience Advocate. If you thrive on delivering outstanding service, solving challenges, and making a real difference for customers, this role is for you.

About the Role:

As a  Customer Experience Advocate, you’ll be the go-to person for our customers, ensuring their needs are met quickly, accurately, and professionally. Whether managing inquiries, processing orders, or resolving issues, you’ll play a key role in providing a seamless customer experience.
This role is perfect for someone who loves helping others, enjoys tackling challenges head-on, and excels in a collaborative environment. A technical background is a plus, but if you’re driven and ready to learn, we’ll provide the product training you need.

Main tasks and responsibilities

●    Serve as the first point of contact for customers inquiring about spare parts for MacGregor products.
●    Manage and process spare parts orders, from inquiry to delivery, ensuring accuracy and timely execution.
●    Address customer questions, concerns, and issues related to orders, delivery schedules, and product availability.
●    Proactively communicate with customers about the status of their orders and provide updates as necessary.
●    Collaborate with internal teams, including logistics, inventory management, and sales, to resolve any customer-related issues.
●    Identify and escalate any recurring problems or challenges to improve overall processes and customer experience.
●    Maintain accurate records of customer interactions, transactions, and feedback using CRM tools.
●    Provide support to sales representatives and other departments to ensure a seamless customer journey.
 

What We’re Looking For

●    Previous experience in customer service, customer support, or a related field, ideally within the maritime, industrial, or logistics sectors.
●    Strong interpersonal and communication skills, with the ability to build relationships and manage customer expectations.
●    Excellent problem-solving skills, with a proactive and solutions-oriented mindset.
●    Attention to detail and ability to manage multiple tasks while maintaining a high level of accuracy.
●    Familiarity with order processing systems and CRM tools is a plus.
●    Ability to work both independently and as part of a team in a fast-paced environment.
●    A passion for delivering excellent customer service and enhancing the overall customer experience.
 

Why Join Us

●    Work in a global company that is an industry leader in maritime technology and services.
●    Be part of a supportive, innovative team that values collaboration and personal growth.
●    Opportunity to make a direct impact on customer satisfaction and business success.
●    Competitive salary and benefits package, along with opportunities for career development.
 

How to Apply

If you are passionate about customer service and want to join a team that values excellence and innovation, we’d love to hear from you! Please submit your CV and a brief cover letter to anthony.jamieson@macgregor.com.