Customer Experience Advocate

Shape your journey onboard and offshore with us

MacGregor’s is looking for a Customer Experience Advocate to join Global Services Division team of professionals. 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 overcome to guarantee prompt responses and delivery within lead time. Handle all customer enquiries, knowing who is the correct person in the business so can provide customers with all information required.  

The position will be temporary due to maternity cover.

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 risk orders & collaborate with colleagues to resolve any challenges
• Confirming and sending delivery instructions
• Proactive communication to keep customers informed 
• Build strong relationship with customer to understand their needs 
• Takes ownership of challenges to ensure we deliver as promised to the customer, collaborating with colleagues being the voice of the customers  
• 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 
• Learn to build knowledge of customers and our processes, not being afraid to question and challenging our way of working to improve our CX
• Processing Customer Orders and Notification Entry ensuring all details entered correctly
• Seek support from CX Specialists, TL to find information needed to support customers
• Escalate urgent cases and when not getting support needed to meet customers needs.

What you’ll need to succeed

• Degree educated or equivalent through relevant experience
• Fluent in English, written and spoken
• Computer skills; MS office basics, G-suite and ERP system (SAP & SalesForce) knowledge is an asset
• Team player, interpersonal skills
• Customer focussed
• Problem solver
• Professional and structured
• Patience and empathy
• Organised, efficient with strong time management skills
• Strong product, business, market and customer knowledge
• Compliant attitude towards safety and controls.

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. With us you will be part of a collaborative working culture with challenges and opportunities to further develop yourself professionally.

Interested to join?

If you are excited about this opportunity, please submit your application with a CV. 

Please note that the recruitment process for this position is coordinated by our HR team part of Cargotec Business Services based in Bulgaria.