Head of Customer Service
About Kramp
Kramp Groep is Europe’s largest wholesaler in spare parts and accessories for the agricultural industry. Kramp is the essential partner for its customers and suppliers with over five hundred thousand products available online, making it the ultimate one-stop shop for every agricultural dealer.
Kramp continues to see strong growth, year after year, both organically and through strategic acquisitions. The company has eleven distribution centers, twenty-four sales offices across Europe, and more than 3,500 employees. It has a strong, digitalization-focused plan and in 2021, broke the one billion euro sales mark. As a leading, innovative player in its niche, Kramp is perfectly positioned to continue its rampant growth. Kramp Groep was founded in 1951 and has its headquarters in Varsseveld (the Netherlands).
Requirements*
- Academic degree in commerce, business development, etc.
- Over 10 years’ experience
- In customer service (online and/or offline sales)
- B2B sales
- Data/analytical skills
- Stakeholder management
Research shows that while male candidates feel confident enough to apply when they meet about 60% of the requirements, female candidates only apply when they tick every box. So if this role has your name on it, but you’re not sure about the criteria, we still want to hear from you.
Kramp still feels like the start-up we were seventy years ago. We have the ambiance of a family business and the international success of a large multinational.
Head of Customer Service
The Head of Customer Service is a newly created role and essential for creating a streamlined international customer service organization that is driven by insights. Kramp needs to transform from a local customer service model to one central customer service with one aligned way of working and data-driven performance management. The role of Head of Customer Service has exactly this mission. While several elements and a potential set-up are in place, the Head of Customer Service defines the final set-up and truly brings Kramp’s customer service home. This position will report to the CCO of Kramp.
The Head of Customer Service is responsible for the development and execution of the customer service strategy with the objective of improving customer satisfaction, service quality, and commerce focus. The customer service strategy takes industry trends and best practices into account, includes a framework for central customer service as well as local adaptations, and fits with the wider corporate strategy. It’s important to take a holistic, Kramp-wide perspective on customer service here. Accordingly, the Head of Customer Service sets performance objectives and defines, steers, and reports on the required KPIs, which also means implementing the necessary systems to capture these performance metrics. This requires strong analytical skills and a natural inclination to data-driven decision-making.
Moreover, the Head of Customer Service develops a comprehensive policy framework with guidelines and procedures for customer service, oversees its implementation, and ensures its compliance with external requirements. In addition, the Head of Customer Service defines and manages the customer service organization structure, directly leads a team of two-five people at group-level, and supports the leadership of the customer services teams in the countries at around two hundred people. A team of data analysts focused on performance management also reports to the Head of Customer Service, as does the Project Owner of the communications platform development in collaboration with tech.
Overall, the Head of Customer Service is a leader, being an ambassador of the customer service vision across the organization and in the countries, and a director of the customer service department’s streamlined way forward. An appetite for transformation, a knack for people development, and a thorough understanding of the customer are key. This is an exciting opportunity for a seasoned customer service professional with wholesale experience to shape Kramp Customer Service and take it to the next level.
More information?
Curious if this role is right for you? View the full job profile for more details about the responsibilities, the team, and what we're looking for in a candidate.
This position has been filled
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