Manager Customer Service Quality

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 top-notch 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)