When your business operates 70 offices and warehouses in 32 countries, the ability to connect with others is essential. Perhaps no one understands this better than Karin Rose, Corporate Director Automotive & Global Accounts since August 2023, and a seasoned professional in the Automotive and metal processing industries.
‘The best way to provide excellent service to all of your customers throughout the world, is to bridge the gap between different countries and business units,’ says Karin. She is primarily focused on charting a course through the global key account management landscape at Van Leeuwen. ‘Seamless cooperation is the way in which we grow together with our customers. This is truly one of our strengths.’ Her background in production, processing and project management is instrumental in helping her further stimulate innovation and optimal cooperation within the company. She had been with Benteler for around nine years and was Vice President Automotive for Central Europe when the company was acquired by Van Leeuwen.
First-rate service
Karin oversees the global key account management program from her base in Germany, and travel is a huge part of her routine. ‘When we started, years ago, we were a little unstructured,’ she explains. ‘We weren’t offering the same service and products in every country, and we made too little use of our global processing and procurement expertise. Today, we’re creating strong international teams that can provide our customers first-rate service in every location.’ Streamlined processes, regular meetings at all levels, and a matrix-based reporting system have now been implemented throughout the entire organization. However, what is and will remain most important is the ability to offer value-added services and meet customer needs. This underpins everything. ‘We don’t just sell tubes and pipes. We sell value, and we need to ensure that our customers know we can help them find sustainable solutions.’
Proactive approach
Today, a number of the market segments in which Van Leeuwen operates, such as construction, agriculture, and mechanical engineering, are trimming their forecasts significantly. ‘That means we have to be innovative in how we communicate with each other and how we improve our connection with our customers,’ says Karin. ‘Proactive engagement with customers to identify opportunities for growth and develop tailored solutions that meet both business and climate objectives is key for the coming years. ‘If we talk to customers in the early stages of development, we can often help solve their issues,’ says Karin. ‘And the answers can be surprising. Sometimes a stronger material can actually reduce weight, for example.’
Growing the business together
Such a customer-centric approach may sound easy; however, each operating company has its own structure. ‘That’s what ‘Connecting Worlds’ means to me,’ says Karin, as she reflects on the significance of teamwork and knowledge sharing in fostering business success. ‘It is and will always be working together. If I can connect people to ensure we find the best solution, not just for the customer, but for us as a Group, we all benefit. At the end of the day, it’s all about growing the business together.’
Making more together
In late 2019, around 1,600 new colleagues from around the world were welcomed into the Van Leeuwen family. The successful acquisition of Benteler Distribution doubled the Van Leeuwen Pipe and Tube Group’s sales volume and assets, and expanded its global presence, particularly in Germany, Switzerland, Scandinavia, and Central Europe. It also provided invaluable expertise and specialized market knowledge. The scale of the integration was immense. Moreover, it coincided with the COVID-19 pandemic. Throughout 2020, employees worked untiringly to streamline financial reporting, standardize procurement processes, integrate stocks, migrate IT systems and rename companies. Despite all the obstacles, we completed the integration on schedule.
Those remarkable efforts four years ago have greatly strengthened the Group’s position as a leading distributor of pipe and tube materials. Today, no matter where they are based, everyone feels part of the Van Leeuwen community and genuinely connected with customers.
Fit-to-the-customer approach
Van Leeuwen offers customer-specific solutions, known as the ‘fit-to-the-customer’ approach, for international Key Accounts. Each customer has unique needs, and for this reason, customized solutions are devised to align perfectly with their specific requirements. Whether it involves managing inventory in multiple countries for a single project or having a single point of contact for all negotiations and discussions in several countries, Van Leeuwen ensures that everything is meticulously organized. Thanks to this flexibility and dedication, customers are able to operate efficiently and effectively at an international level.
At Van Leeuwen, a Global Key Account Manager is appointed to coordinate customer requests throughout the world. Each Global Account Manager is supported by an international team with members originating from different countries. This team takes care of local contacts, logistics, and order processing at each customer location. As a result, customers benefit from centralized negotiations, volume consolidation, strategic partnerships for long-term development, and transparent terms and conditions.
