Customer Service Manager - DACH (d/f/m)

Our Customer Service Department DACH is key to create a high customer satisfaction rate. Being responsible to work efficiently and effectively on daily business operations, ensuring a clear and open communication and stimulating the realization of our core values, through policies, commercial business plans and clear objectives, the Customer Service Manager has direct impact on the motivation of the team and the outcome of set key results. You will be responsible for budget planning and managing operational performance for a team of more than 60 employees.

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, getting agreements on plans, monitoring and ensuring the realization 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

• Ensure effectiveness in line with procedures, commercial processes and guidelines

• Effective Communication and networking with internal and external stakeholders as well as cooperation with the Global Customer Service team and the Austrian and Swiss market.

• 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, coaching and monitoring the Internal sales team, as well as supporting other sales departments

• Identifying talents and continuously driving the development of the sales force within his responsibility

• Accompanying change processes

Who are you?  

• Bachelor’s degree in Business and Economics or equivalent vocational or additional training.

• Several years of experience in sales in an international context, preferrably in the field of customer service

• Experienced in leading and developing a team

• Deep understanding of markets and customer’s environment and challenges, as well as sales processes

• Solution oriented, creative and self-reflective

• Preferably experience with key Customer Service communication platforms

• Willingness to learn and adapt to change

• Fluent in written and spoken German (C2) and English (C2)

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

• 30 vacation days a year

• Flexible working (working remotely 60/40)

• Company Car

• Laptop, iPad and phone

Do you want to join us? 
In case you feel challenged by the above role description and requirements, we are interested in meeting you! Please use the application button and send your CV and cover letter.

If you do not fully meet all requirements for this role, and you think you would be a good match for us, please apply and convince us. 

Have we caught your interest? Then send us your application documents. Your contact person is Jeanne Kießlinger, Talent Acquisition Specialist.

About us 

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 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 

 More about Kramp: https://www.careeratkramp.com/de-de  

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