The Customer Specialist (CS) is focused on serving the customer with the contribution to a long lasting relationship and supports the systematic approach of value focused selling for the realisation of the commercial plans. The aim is to control all activities to achieve profit maximisation in the sales territory. The CS is (in close cooperation with the Account Manager) responsible for the development and evaluation of the customer base.
The CS is the central contact person to the customer and needs to represent our core value of Customer First completely. The CS is required to reach the above by assisting the customer over phone or other relevant systems, that Kramp provides.
1. Customer Calls:
Handling all incoming (non-technical) customer questions about products, services, orders and complaints, objections, requests for quotations, questions on invoices, etc. by telephone, mail, social media, etc.
Deal with questions in a proactive way by understanding the questions, the situation and be mindful of the customer's perspective
Kindness and Customer Satisfaction is an absolute must
2. Proactive ‘commercial’ sales by phone:
Follow up on quotations of the Account Managers
Initiate follow up calls with customers who have not bought for a while
Direct sales to smaller customers not visited by the Account Managers
Create leads that will be followed up by the Account Managers
Support Campaigns and promotions over phone
3. Follow up in a constructive way:
Help customers to use our facilities in the right way (Webshop)
Transfer all technical questions and ‘non focus’ customers to the right colleagues
Carry out all administrative tasks, like quotations, order/return processing, data entry/maintenance, maintaining discounts/prices, create reports, etc. with priorisation on focus clients
4. Cooperating with the Account Manager:
Making business and territory plans for specific markets and sharing customer related information with a clear division of tasks.
5. Cooperating with customers, other disciplines and departments within the Kramp Group:
Exchanging knowledge and information
6. Build value focused relationships with customers:
Ensure and increase customer satisfaction and create opportunities for Kramp:
Apply the right service levels to customers (distinguish focus and non-focus customers, quotations, etc.)
Communication with customers through active use of social networks for professional purposes
Excellent Webshop Knowledge, increasing knowledge through independent development, including actively looking for information. Training customers on how to use the webshop and presenting the benefits of using the webshop to customers.
Who are you?
* Secondary Vocational in a commercial/technical area
* Good product and market knowledge of the product groups.
* Good knowledge of MS Office and affinity with other software programs
* Time management skills
* Outstanding communication skills written and spoken
* Good level in written and spoken English
* Friendly and binding nature
* Solution-oriented, efficient and ability to work independently
* Willingness to take responsibility
* Resilient and self-motivated
What do we offer?
- A market-based salary
- 23 holiday days
- Laptop and phone
Who we are:
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.Madrid (ES)