Customer Experience Specialist

Compensation Data

• Salary: $50-$56K/year
• Eligible for annual salary review/increase

Purpose of the position

The mission of this role is to build strong relationships with customers and sales colleagues, oversee all quotes, orders, and customer requests, liaising with key colleagues to ensure everything is in place and any challenges are overcome to guarantee prompt responses and delivery within lead time. Handle all customer inquiries, knowing who the correct person in the business is so that can provide customers with all the information required.  
 

Main tasks and responsibilities

• First point of contact for all customer requests, respond to customers within SLA gathering the necessary input from colleagues to give the customer the information they need.  
• Managing & overseeing successful, prompt quote handling and customer deliveries.
• Identifying any challenges to orders being on time & collaborating with colleagues to resolve them.
• Confirming and sending delivery instructions.
• Build strong relationships with the customer to understand their needs.
• Takes ownership of challenges to ensure we deliver as promised to the customer.
• Log claims, complaints and internal non-conformances and liaise with colleagues to find root cause of issue and identify rapid resolutions and challenge for preventative measures & CI.
• Challenge processes to ensure we constantly improve CX.
• Learn to build knowledge of customers and our processes.
• Processing Customer Orders and Notification Entries ensuring all details are entered correctly.
• Dedicated support to our VIP customers to ensure all their needs are met.

What you’ll need to succeed

• Degree educated or equivalent through relevant experience
• Fluency in English - both written and spoken
• Fluent in Spanish is a plus 
• Computer skills: MS office basics, G-suite and ERP system (SAP & SalesForce) knowledge is an asset
• Customer-focused approach
• Problem solving skills
• Organized, efficient with strong time management skills
• Self-motivated and accurate
• Highly effective and clear communicator with active listening skills.

You will be part of

• By joining MacGregor, you will be able to work closely with leading industry professionals, developing and implementing new concepts that set the standards in the maritime transportation and offshore industries. 
• We offer our employees the opportunity to be part of a truly global organization leveraged upon our shared values of integrity, quality and safety. 
  • Integrity: Integrity steers our thinking, behavior and the way we nurture the relationships with our customers and our stakeholders
  • Quality: Quality is valued in our processes, products and services and helps to improve our customers’ performance and our own competences.
  • Safety: Safety is essential in everything we do.  Our customers can rely on us to put safety at the forefront of our designs, deliveries and services so they can run their operations without unpleasant surprises, and we all have a safe working environment.
• With us you will be part of a collaborative working culture with challenges and opportunities to further develop yourself professionally.
   

Interested to join?

Submit your resume to apply