Head of Customer Service

The organisation

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 500,000 products online available, 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, 24 sales offices across Europe and more than 3,500 employees. It has a strong, digitalization-focused plan and in 2021, broke the €1 billion 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).

“Kramp still feels like the start-up we were 70 years ago. We have the ambiance of a family business and the international success of a large multinational.” – Eddie Perdok, CEO

The position

Kramp is Europe’s largest wholesaler for the agricultural industry and after 71 years still growing fast. The Head of Customer Service leads and directs the international customer service organisation, including strategy, performance management, budget, and policies. This exciting opportunity is ideal for a seasoned customer service professional with a natural leadership.

Tasks & responsibilities 

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.  Kramps needs to transform from a local customer service to one central customer service with one aligned way-of-working and a 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 customer service home. She/he reports 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 into account industry trends and best practices, 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.

“The Head of Customer Service has the freedom to take their own approach and shape the organization as they see fit to create insights and improve the performance of customer service.” – CCO

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, and directly leads a team of two-five people on 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, people development and thoroughly understanding the customer is 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.

Candidate profile

Requirements*

• University degree in commerce, business development or related field
• 10+ years’ experience in customer service (online and/or offline sales)
• Background in B2B sales
• Strong data/analytical skills
• Strong 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.

Interested?

You can apply to this position by using the link below. This client works with Top of Minds to fill this vacancy.