Rob

Not every Elektrolas employee has a technical background. Rob Wassenaar, for instance. He started in 2007 as a financial employee. It soon came to the point where he was added to the back office of customer support as a consultant. Since then, Rob has worn two hats, which he divides roughly fifty-fifty. He is one of those who answers the phone at Elektrolas and answers both technical and administrative questions. A conversation with Rob immediately gives clarity: ‘I am quite adamant, something that suits my financial background. A deal is a deal. So if I promise to find out, enquire or arrange something, I know only one option: make sure it happens on time and properly.’ 
 
Digital information
Customer support and financial administration may be two different disciplines, but there is also overlap. ‘I am a structure thinker. Of course, first and foremost, this is indispensable for correct accounting; our accountant should have as little work as possible. But digital information also plays a big role in other departments at Elektrolas. Not only our ordering systems are digital. Via Our Welding Portal, our customers have access to various functionalities of which product data form an important part. My job therefore also includes entering product specifications and creating article numbers.’
 
Experience
‘Originally, I am not a techie, but thanks to my work I have built up a lot of experience around our products. This is important to be able to give our customer good advice. Moreover, depending on the nature of an incoming question, we can always fall back on each other internally at Elektrolas. This is because each customer advisor forms a team with the sales advisors. This is nice for our customers, who can therefore be confident that they get the answer they need to move forward.’ 
 
Listen
Still, not every offer will become an order. How commercial should you be as a customer advisor? ‘Getting an order or a new customer is great to me. But if an order does not go through while I have done everything I can to get the right advice, I am also at peace with that. Customer support starts with listening carefully and then offering the best solution. Technical characteristics play a role, but so do price and frequency of use of a product. If my customers recognise their needs in the proposal and feel comfortable being helped, I have achieved my goal. I am reminded of a road bike salesman. He introduced me to his models in various price ranges. The lighter in weight the more expensive. The price difference with a bike that weighed two kilos less was significant. The salesman soberly observed: 'You use the bike several times a week for recreational touring. Instead of buying that expensive one, consider losing a few kilos yourself; you'll be there.' I thought that was a fantástic way of thinking around and as a result I bought the road bike best suited to my purpose of use.’
 
Different disciplines
‘For me, the great thing about Elektrolas is that the work is varied. For a start, our Five-digit Disk consists of very different disciplines. Sales, rental, service, quality and training all have their own team. The combination of customer support and administration suits me perfectly. Moreover, the atmosphere at Elektrolas is really good. We regularly have an outing. Like barbecues, get-togethers, trips and sporting outings. Another example: a healthy lunch is provided here every afternoon. Even now that the company has grown considerably in recent years. I find that very special every day.’


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