Gerben

Anyone calling Elektrolas has a good chance of getting Gerben Vriends on the phone. Gerben is an experienced customer advisor and employee from the very beginning. ‘I started at Elektrolas in 2004. In customer support, I feel like a fish in the water. I combine the position of customer advisor with purchasing tasks. As the first point of contact for customers and resellers, I make sure I am always up to date with our entire range. This no doubt has to do with my own curiosity, but mainly with the need to be able to give our customers the right answer as quickly as possible. Customer support is broader than pure sales.’
 
Photonics
That Gerben would end up in customer support, purchasing and sales was not so logical. He studied Photonics in Wageningen. ‘Photonics is a technical education in the audiovisual field. After my studies, I went to work in field sales of sensors. But that wasn't my thing. After all, sales and consultancy are two different disciplines. First of all, I am not into jacket-tie. But moreover, I feel more comfortable when I don't have to pry open doors. Talking to customers over the phone is not necessarily easier than live sales calls. Mainly because on the phone you miss someone's facial expression. Moreover, the phone does not allow itself to be scheduled. At any moment, someone can call with the desire to be helped adequately.’
 
Information needs
‘Welding technology is constantly evolving. Internally, I am also the point of enquiry for my colleagues. To do my job well, I want to know enough about the entire Elektrolas range. So not only reactive, but also proactive. I am a perfectionist. I find constant preparation essential. So as soon as a welding machine, welding table or electric tool comes on the market, I want to read up on it. I find it immensely interesting. But it's also a matter of empathy: our customers probably have the same questions as I would. Internally, we have organised things well; each of our customers has a fixed contact person. So there is always a good follow-up and we know from each other what is going on. A phone call to the customer support team is usually enough for our relations' most important information needs. They ask for advice on the items in our range, for instance. But we also receive questions about quotations or invoices. If the questions become more specific, we call in the right Elektrolas product specialist.’
 
Total concept
‘For companies where welding is part of the production process, Elektrolas is an indispensable partner from A to Z. Based on the “Five Star” we offer a total concept: Sales, Rental, Service, Training and Quality Management. Everything under one roof. Elektrolas ensures that our customers can manufacture their products in the right way with consistent quality. These are often machines or other means of production, but also construction works or consumer goods. For example, one customer makes machines and internal transport systems for the food industry, while another constructs bridges, buildings, trailers or cars. When our cooperation leads to their success, it makes me quite proud.’
 
Mutual atmosphere
Gerben ended up at Elektrolas through owner Joost van den Hooven. ‘We knew each other from primary school and have always remained friends. Even now that we are colleagues. I think we can separate private and business very well. Maybe that's also due to the pleasant way Elektrolas treats its employees. The mutual atmosphere is very good. Elektrolas does everything it can to keep us together as a team. A beer or an outing in due course is just part of it.’
 
Growth opportunities
‘When I look at the future of our company, I mainly see growth opportunities. Elektrolas is already a leading total supplier in the welding field. Whereas we may have looked up to our competitors in the past, we now know that we are playing in the forefront with our approach. For instance, in the field of robotisation and cobotisation and all the knowledge about data processing that goes with it. In any case, what I notice is the confidence of our customers in our five pillars. With Elektrolas as a trusted partner, our relations can manufacture their products in a smarter, better and safer way.’


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