MacGregor is a leader in sustainable maritime cargo and load handling with a strong portfolio of products, services and solutions. Shipbuilders, shipowners and operators are able to optimise the lifetime profitability, safety, reliability and environmental sustainability of their operations by working in close cooperation with MacGregor.
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.
● 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.
● 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.
● 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.
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.
MacGregor is part of Cargotec
MacGregor is a leader in sustainable maritime cargo and load handling with a strong portfolio of products, services and solutions, all designed to perform with the sea.
Shipbuilders, shipowners and operators are able to optimise the lifetime profitability, safety, reliability and environmental sustainability of their operations by working in close cooperation with MacGregor. www.macgregor.com
MacGregor is part of Cargotec. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2023 totalled approximately EUR 4.6 billion and it employs around 11,400 people. www.cargotec.com