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
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 are 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.
In this pivotal role, you will be the primary point of contact for our customers, ensuring their needs are met with precision and professionalism. You will manage inquiries, process orders, and resolve issues to provide a seamless end-to-end experience. Additionally, you will lead our efforts in the Taiwan market, managing Tier C & D accounts through dedicated in-house account management. This hybrid position offers deep exposure to MacGregor’s products and systems, providing a clear development pathway into future sales leadership roles such as Account Representative or Junior Account Manager.
This role is ideal for a collaborative individual who enjoys helping others and excels in a fast-paced environment. While a technical background is advantageous, we value drive and a willingness to learn, providing comprehensive product training to ensure your success.
This position is part of our Global Services Division. Reporting directly to the Customer Experience Team Leader. This position is based in Hong Kong.
More Tasks And Responsibilities
- Identifying any challenges to orders being on time & collaborate with colleagues to resolve
- 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 Customer Experience.
- Processing Customer Orders and Notification Entry ensuring all details entered correctly
- Seek support from Customer Experience Specialists, Team Lead to find information needed to support customers
- Escalate urgent cases and when not getting support needed to meet customers needs.
- Any further Ad-Hoc Duties as defined by the line 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
- Degree in business or engineering, with a welcoming approach to fresh graduates
- Fluent in English, both written and spoken
- Proficiency in MS Office and G-Suite, with familiarity in ERP systems (SAP/SalesForce) as an asset
- Team-oriented with strong interpersonal, collaboration, and active listening skills
- Customer-focused mindset with patience, empathy, and a passion for resolving issues
- Professional, structured approach with excellent organization and time management abilities
- Self-motivated and proactive, with a strong sense of accountability and accuracy
- Compliant attitude towards safety standards and operational controls
Why MacGregor?
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
Kindly note that we will only review CVs and applications submitted in English through our recruitment portal. Unfortunately we do not consider CVs sent per email.
If you are ready to step into an exciting new role where you can make a significant impact and contribute to the success of MacGregor, apply today!
www.macgregor.com
