Manager Customer Service Quality

hace 1 semana

Madrid, Madrid, España Kramp Groep B.V. A tiempo completo

Are you looking for a global position where you focus on developing concepts for training and quality coaching in 24 countries in Europe? And are you experienced in working in a Customer Service training role? Do you want to work in an environment where professional and personal growth is encouraged? Then please read the vacancy below.


As a Manager Customer Service Quality and Training you deliver a training framework for onboarding and continuous learning for customer service and develop training materials for delivering ongoing trainings to our employees.

In addition, you develop and implement a quality coaching/ mentoring framework for all operational Customer Service roles.

The role

You will make a difference in the development of our Customer Service community by developing concepts for training and quality coaching.

You'll work closely together with all local Customer Service managers to provide them with the tools to execute the training and quality coaching concepts.


  • You are responsible for monitoring the quality of customer contacts within the global Customer Services organization. You will develop and (sometimes) provide qualitative training and coaching for CS specialists.
  • You monitor the quality of the dialogues conducted by CS specialists and formulate improvement plans to take the knowledge and quality of CS specialist to a higher level.
  • You monitor the quality of the content (including Tone of Voice) within all Customer Service departments and coach people to improve skills so they can provide topnotch customer experiences.
  • You are responsible for setting up and maintaining our Knowledge Management tool.
  • You ensure a good User Experience when using Knowledge Management.
  • You are the point of contact for questions concerning the Quality and Training of Customer Service.
  • You analyse data, evaluate coaching's and continuous collaboration with cluster and countries to identify coaching requirements.

Who are you?

  • Completed bachelor's or master's degree in the direction: Business Administration, Commerce or related.
  • You have several years of experience in Customer Service or Contact Centers.
  • You have several years of experience in Customer Service training roles (on a global scale) and ideally in Customer Service quality coaching.
  • You have extensive knowledge of and experience with various forms of contemporary training and you take the initiative to implement new ideas.
  • You have previously developed Customer Service skill training materials.
  • You have strong analytical skills to identify coaching requirements.
  • You are based in Europe.

What do we offer?
You will work in the Global International Sales team with a focus on Customer Service.

In your role you will work with people with different backgrounds and expertise who all share the drive and ambition to bring Kramp's Customer Service to the next level.

Our secondary benefits differ by country.

As an example, we offer below benefits in the Netherlands:

  • Competitive salary
  • Inclusive culture with lots of opportunities for growth
  • Profit sharing bonus
  • 37 vacation days a year
  • Great budget for training and courses
  • Flexible working (from home, Utrecht and/or Varsseveld)
  • Travel
- and working from home allowance

  • 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 over 3000 international colleagues and despite our size we have retained our strong family culture.

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. We think and actively work alongside them to provide a service second to none. Our promise "It's that easy" is embedded in our culture and DNA.

Procedure and contact
Would you like to apply, or do you have a question about this vacancy? Please don't hesitate to contact Sophie ten Berge (Talent Acquisition Specialist)

Varsseveld (NL)

Biggleswade (UK), Leek (NL), Lummen (BE), Madrid (ES), Poitiers (FR), Reggio Emilia (IT), Skjern (DK), Stare Miasto (PL), Strullendorf (DE)

  • Customer Service Quality Assurance Analyst

    hace 7 días

    Madrid, Madrid, España Western Union A tiempo completo

    Customer Service Quality Assurance Analyst - Madrid, Spain**Do you thrive on working in an environment where the customer is a top priority? Are you detailed oriented with a desire to achieve the best quality? Are you interested in joining a brand-new team, and a business that's on the move? If so, then it's time to join Western Unions' new Digital Banking...

  • Service Quality Engineer

    hace 7 días

    Madrid, Madrid, España Vertiv Group Corp A tiempo completo

    Why should you join us?Vertiv is a global market leader in designing and delivering critical infrastructure solutions.In the world of high tech and new emerging technologies such as 5G and Edge, data centers have become an essential aspect of our everyday lives. We design and manufacture critical infrastructure that ensures todays interconnected world of...

  • Customer Service Center Manager

    hace 7 días

    Madrid, Madrid, España MGL Euman A tiempo completo

    Who we are?MGL provides more than 30 years of experience dedicated to testing and measuring instruments manufacturing, focusing on the best quality and innovative products with the best service to our customers.Our product families are excellent for sectors like the DIY market, educational institutions, professional electricians, laboratories (R&D), and the...

  • Customer Service Manager

    hace 1 semana

    Madrid, Madrid, España Claire Joster A tiempo completo

    Desde Claire Joster, buscamos incorporar a un/a Customer Service & Payments Manager par una ecommerce con fuerte implantación a nivel europeo.El/la manager tendrá como principal misión la identificación, análisis e implantación de iniciativas estratégicas de mejora continua en los procesos de atención al cliente, análisis i control de los patrones...

  • Customer Service Manager

    hace 1 semana

    Madrid, Madrid, España Antal International Network A tiempo completo

    Desde el departamento de Pharma de Antal International nos encontramos en búsqueda de un Customer Service Manager para trabajar en un importane Laboratorio Farmacéutico multinacional ubicado en Madrid.Serás la persona responsable de la gestión diaria del departamento de Atención al Cliente asegurando y monitorizando el cumplimiento de los niveles de...

  • Quality Manager

    hace 1 semana

    Madrid, Madrid, España sennder A tiempo completo

    sennder is Europe's leading digital freight forwarder. In a traditional industry, we are moving fast to digitize and automate all road logistics processes. We are a growing team looking for a Quality Manager to help us on our journey to revolutionize road freight logistics in the Madrid office.We value humility and we're as interested in your character as we...

  • Customer Service Manager

    hace 7 días

    Madrid, Madrid, España Antal International Network A tiempo completo

    Desde el departamento de Pharma de Antal International nos encontramos en búsqueda de un Customer Service Manager para trabajar en un importane Laboratorio Farmacéutico multinacional ubicado en Madrid.Serás la persona responsable de la gestión diaria del departamento de Atención al Cliente asegurando y monitorizando el cumplimiento de los niveles de...

  • Customer Service Representative-order Entry

    hace 1 semana

    Madrid, Madrid, España Abbott Laboratories A tiempo completo

    Section 1: PURPOSE OF THE JOB Assigned to Spain Team within Iberia (Portugal & Spain). Provide internal and external customers with best possible service in terms of order processing, pricing and billing inquires, service requests and customer complaints. Compliant with internal processes and procedures (e.g. Abbot Medical Quality System) and with the...

  • Quality Manager

    hace 1 semana

    Madrid, Madrid, España Criteria Recursos Humanos A tiempo completo

    At Criteria Human Resources, we specialize in providing solutions to enhance the human capital of our client companies, understanding their needs and helping them to make the most of their capabilities.We are a group of committed professionals who work with enthusiasm every day. We make the objectives of our client companies our own and we strive with...

  • Customer Service Intern

    hace 7 días

    Madrid, Madrid, España Abbott Laboratories A tiempo completo

    Bajo la supervisión y esponsorización del Customer Service Manager, las principales funciones de este rol serán:Dentro del equipo de Customer Service de Iberia (España y Portugal). Ir formándose y aprendiendo para ayudar en la gestión diaria de las responsabilidades básicas de Customer Service, encaminadas a proveer a nuestros interlocutores y...

  • Customer Service Quality Intern

    hace 7 días

    Madrid, Madrid, España Eurovision Services A tiempo completo

    CUSTOMER SERVICES QUALITY INTERNEurovision Services (ES) is seeking a Customer Services Quality Intern for our GlobalOperations & Engineering team at our technology hub in Madrid, Spain.ABOUT THE ES GLOBAL OPERATIONS & ENGINEERING TEAMThe ES Global Operations & Engineering team is the central point of contact for all customers receiving operational services...

  • Service Manager

    hace 5 días

    Madrid, Madrid, España WTW A tiempo completo

    The RoleThe Service Manager is responsible for overseeing and managing the delivery of high-quality services to customers. This role involves coordinating vendor service teams, implementing efficient processes, and ensuring customer satisfaction. Service Manager will be responsible for ensuring the availability, performance, and reliability of our...

  • Customer Service Intern

    hace 3 semanas

    Madrid, Madrid, España Abbott A tiempo completo

    RESPONSIBILIDADES:Bajo la supervisión y esponsorización del Customer Service Manager, las principales funciones de este rol serán:Dentro del equipo de Customer Service de Iberia (España y Portugal). Ir formándose y aprendiendo para ayudar en la gestión diaria de las responsabilidades básicas de Customer Service, encaminadas a proveer a nuestros...

  • Customer Service Intern

    hace 1 mes

    Madrid, Madrid, España Abbott A tiempo completo

    RESPONSIBILIDADES:Bajo la supervisión y esponsorización del Customer Service Manager, las principales funciones de este rol serán:Dentro del equipo de Customer Service de Iberia (España y Portugal). Ir formándose y aprendiendo para ayudar en la gestión diaria de las responsabilidades básicas de Customer Service, encaminadas a proveer a nuestros...

  • Service Manager

    hace 7 días

    Madrid, Madrid, España Elekta A tiempo completo

    Are you a current Elekta employee?Find Jobs - ElektaWant to join a team with a mission to improve and save lives?We continually look for motivated and skilled individuals who are interested in supporting our customers - healthcare professionals who use our products to help patients and their communities.We currently have the following opportunity available -...

  • Senior Customer Service Manager

    hace 3 semanas

    Madrid, Madrid, España GE Vernova A tiempo completo

    Job Description SummaryThe Customer Service Leader demonstrates accountability for functional, business, and broad company objectives within Gas Power Services. In this role you will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in long-term planning,...

  • Senior Customer Service Manager

    hace 1 mes

    Madrid, Madrid, España GE Vernova A tiempo completo

    Job Description SummaryThe Customer Service Leader demonstrates accountability for functional, business, and broad company objectives within Gas Power Services. In this role you will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in long-term planning,...

  • Senior Customer Service Manager

    hace 7 días

    Madrid, Madrid, España GE Vernova A tiempo completo

    Job Description SummaryThe Customer Service Leader demonstrates accountability for functional, business, and broad company objectives within Gas Power Services. In this role you will integrate and develop processes that meet business needs across the organization, manage complex issues within functional areas of expertise, be involved in long-term planning,...

  • Customer Service Intern

    hace 7 días

    Madrid, Madrid, España SSC Perfumes & Cosmetics A tiempo completo

    Position:Are you passionate about the luxury sector? Do want to discover this world through our Customer Service department? This is your opportunityReporting to the Customer Service Manager, this internship will help you develop your career and acquire a practical experience through the participation, collaboration and support in the following functions and...

  • Customer Service Digital Intern

    hace 3 semanas

    Madrid, Madrid, España Havaianas EAA - an Alpargatas Brand A tiempo completo

    Havaianas is bringing joy to your feet since 1962, was born and raised in Brazil, to spread to the world the spontaneous Brazilian lifeway. Havaianas came to offer innovative and high quality products, through the color, joy and comfortable and sophisticated lifestyleWe're looking for a Customer Service Intern to join Havaianas Digital Team in Madrid, in our...