Customer Service Manager

Customer Service Manager

• Are you passionate about delivering exceptional customer experience and building lasting partnerships?
• Do you enjoy being in a fast-paced dynamic environment?
• Do you have an outgoing personality, with the ability to build professional relationships with colleagues and customers?
• Are you self-motivated, pro-active, team oriented, and innovative?

If yes, we have the perfect role for you!

Position: Customer Service Manager
Location: Biggleswade

Hours: Monday to Friday 37.5 hours

Our Customer Service Department is key to creating the highest standards of customer satisfaction. Managing our Customer Services Team of seventeen personnel, you will be responsible for ensuring service excellence across all customer touchpoints and ensuring the team resolve complaints and queries in a timely and empathetic manner.

Highly developed communication skills are essential to ensure we connect our core values and commercial business plans to clear objectives and goals.

In this role, you will have a direct impact on the motivation of the team and key results.

What is your role?  

In collaboration with our Global Customer Service Team, you are empowered to move forward: our staff, our customers and Kramp! Your specific tasks include:  

• Translating the company strategy into concrete operational plans and actions, setting objectives, gaining agreements on plans, monitoring and ensuring the realisation of plans.
• Supporting, monitoring and challenging the account plans and agreeing with the internal team members on customer growth strategies
• Coordination of effective and efficient internal processes, such as management of all customer channels and monitoring all administrative tasks
• Ensuring effectiveness in line with procedures, commercial processes and guidelines
• Effective Communication and networking with internal and external stakeholders.
• Initiating and participating in local and international sales and customer service projects
• Setting, monitoring and achieving KPI's, such as efficiency, first time resolution and customer satisfaction goals

In the position of a manager, you are responsible for the development of your team as well:

• Running performance meetings, appraisals and coaching sessions with each Internal Sales Team member
• Supporting, steering monitoring the Internal sales team, as well as supporting and collaborating with all sales departments and the Operational functions of the business.
• Identifying talent and continuously driving the development of the Customer Services Team
• Accompanying change processes

Who are you?  

• Bachelor’s degree in business and economics or equivalent vocational or additional training.
• Several years experience in sales in an international context, preferably in the field of customer service
• Experienced in leading and developing a team
• Deep understanding of customers’ environment and challenges, as well as sales processes
• Solution oriented, creative and self-reflective
• Experience with key Customer Service communication platforms
• Willingness to learn and adapt to change

What do we offer?  

We are an ambitious, fast-growing and financially sound organization. You can obviously expect: 

• Competitive salary
• Inclusive culture with lots of opportunities for growth
• Profit sharing bonus
• Flexible working
• 25 days paid annual leave per year, plus 8 bank holiday days
• Large staff Canteen, kitchen and changing facilities
• Company pension
• Cycle to work scheme
• Health & wellbeing program
• Life insurance
• Private medical insurance with access to GP appointments 24/7
• Free electric car charging on site
• Access to free personal development courses

About us 

Thanks to our ambitions we are active throughout Europe and have 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 businesses. Working at Kramp means working with over 3500 international colleagues. The people at Kramp are enthusiastic, professional and involved. We speak our customers’ language, understand their challenges and earn their trust to exceed their expectations. Our promise “It’s that easy” is embedded in our culture and DNA.  

Working at Kramp means: 

… you belong here! ​Being part of our open business community​ 
… your work makes a difference!​ Have an impact on what matters 

… you will develop and realize​! Learn and realize your potential