Customer Experience Specialist Supply Chain
Kramp has the slogan "it's that easy". We therefore make every effort to make it as easy as possible for our customers. To gain more insight into what customers find "easy" and how we can improve on this, we have started working intensively with personas, customer journeys, web analytics and user testing in recent years.
We measure by querying different customer feedback related KPI’s such as NPS, CES and CSAT. In addition to the measurement of scores, the open answers give us a lot of insight into possibilities for improvement. You are the specialist who understands why our customers want to order at kramp.com every day, or at competitors! You and your team know exactly how our customer satisfaction KPI’s came about and to translate the data into actionable insights.
As a Customer Experience Specialist, you will have your own focus in the organisation: Operations. With 11 distribution centers, 100.000 – 150.000 order lines per day, a fast-delivery promise and a new shuttle system (we are the first one in the world who is using this system), Kramp has to deal with different challenges. You will represent the Customer Experience team in Operations touchpoints. Together with the chain you ensure that we can provide the customer with better service every day. Together you analyze the customer journey and take steps towards a customer-oriented and efficient supply chain.
The underlying basis of customer experience is the way in which we deal with our core value "Customer First" and the way in which we try to be as customer-centric as possible. As a Customer Experience Specialist you have an important role in this field. Your goal is to continuously improve the experience of our customers and to increase the focus on our value ‘Customer First’ by training people internally and advising the organisation in projects and initiatives to make sure that the voice of the customer is taken into account with everything we do.
Your specific tasks include:
- Initiating and leading customer experience projects
- Representing the voice of the customer in various projects executed in the business and stimulating colleagues to work outside-in
- Securing alignment with stakeholders about the customer experience strategy and actions by proactively communicating and collaborating with stakeholders
- Increasing awareness and knowledge within the organization by giving trainings about personas, customer journey and customer feedback
- Inspiring others about customer experience and being part of the center of excellence on customer experience
Who are you?
For this job we have a couple of requirements:
- Bachelor or Master degree
A minimum of 2-3 years professional experience in the of Supply Chain. Experience in CX is a plus.
- Experience in project management
- Knowledge of qualitative research methods like user testing and customer journey mapping
- Fluent in written and spoken English
In addition, customer orientation is in your DNA. This means that you want to provide as much insight as possible into the experiences of our customers. You act proactively and communicate easily with colleagues on all levels in the organization. Influencing others and managing change are your core qualities and you have good presentation skills. Because of our international organization, it is important that you are willing to travel to other Kramp locations in Europe several times a year.
What do we offer?
You will work in an ambitious and informal Customer Experience team that consists of a Customer Experience Manager, a Customer Experience Researcher and two Customer Experience Specialists (with focus on Digital and Commerce). You will work in an open culture, with room for initiatives and growth. Together we strive to make it as easy as possible for our customers. It is our goal to create organizational awareness around customer experience and to make sure the organization will adopt this way of thinking.
We are an ambitious, fast growing and financially sound organisation. Therefore you can expect a few important things from us. We value personal development. We don't just say this, but we also live up to it. For example with a personal training budget and the Anjo Foundation.
- A market-based salary
- Profit sharing bonus
- Travel allowance
- 37 holiday days
- Easy to reach: no traffic jams
- Laptop and phone
Who are we?
Johan Kramp started in 1951 from his garage in Varsseveld. When cycling he crossed borders to Germany: the beginning of the international millions company we are nowadays. We still follow the principles of Johan Kramp, but in time of today. Thanks to our ambitions we are active throughout Europe: a leading position in the agricultural market for parts. We heavily invest in E-Business and innovations. Our aim is to make it easy for our customers to run their business.
Working at Kramp means working with more than 3.000 international colleagues. Despite our size, we retained our family culture. Colleagues describe our culture as warm, friendly and informal. Entrepreneurship is in our DNA, but it's allowed to make mistakes. Trust and responsibility is what our colleagues value in Kramp as their employer.
In case you feel challenged by above role description and requirements, we're interested in meeting you! Please use the application button and send your CV and motivation letter.
Do you have a question about this vacancy? Please don't hesitate to contact Lisa Hoftijzer (HR Business Partner).
T: 0315 25 4281