What are the responsibilities and job description for the Customer Experience Advocate position at Hiab?
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 with us
Are you passionate about delivering exceptional service and building strong customer relationships? MacGregor is looking to hire a detail-oriented and structured candidate with a customer-first mindset to join our Customer Experience team.
As a Customer Experience Advocate, you will be the primary point of contact for customers regarding spare parts requests. Your responsibilities include but are not limited to managing spare parts inquiries, creating requests for and providing quotes, processing and following up on orders, and coordinating with internal stakeholders to address challenges. Your focus will be on delivering prompt responses and ensuring on-time delivery within agreed lead times.
You will work in close collaboration with the Sales and the Spare Parts organizations. This role is part of our Global Services Division (GSD), and reports directly to the Senior Manager, Global Service Center. The position is located at our office in Houston, Texas.
Main tasks and responsibilities
- Serve as the first point of contact for customer requests for spare parts, ensuring prompt responses
- Accurately process customer orders and notifications, ensuring all details are correctly entered
- Identify and address any challenges to on-time delivery by collaborating with colleagues to find solutions
- Build strong customer relationships to better understand their needs and provide tailored support
- Take ownership of challenges, ensuring commitments to customers are met and exceeded
- Log and manage claims, complaints, and non-conformances, working with colleagues to determine root causes, resolve issues quickly, and drive continuous improvement
- Challenge processes and advocate for improvements to enhance customer experience (CX)
Skills and experience that would help you succeed in your duties
What truly matters is your commitment to understanding customer needs, solving problems effectively, and creating a positive customer experience with MacGregor. We’re looking for someone with a proactive, positive attitude, even in challenging situations, who pays close attention to detail to ensure no issue goes unresolved. A willingness to go the extra mile to exceed customer expectations is key.
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 organisation 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.
Values guide our work
What we offer
Compensation data
Salary ranges from $41,000 - $55,000 per year based on skills and experience.
Salary : $41,000 - $55,000
