Margreet Ophof - Move Manager

The kick-off in a series of upcoming interviews:
a nice conversation with Margreet Ophof. In her designation as 'Move Manager', she guides people from A to Z who are posted abroad through their employer.

"Supporting in a period of uncertainty, being very flexible and able to switch last minute whenever I can”

Margreet, maybe you would like to introduce yourself first.

“I have been working at De Haan for almost 7 years. I have 25 years of general moving experience because before that I worked for another large international moving company for 18 years. At first I was purely concerned with sales, the accounts, so the companies that send people out, but for about 2 years I have also been involved with the entire process, so I guide someone who moves from A to Z from the moment I receive the application until the goods are in the house and everything has been handled ”.

Your designation within De Haan is called "Move Manager". What do you like about your particular work?

“In the past with sales, I was only involved in the preliminary phase. If it would  become an assignment, then I would hand over. Now I have contact with people from the beginning to the end. As a result,  you are more in the file,  know a lot of ins and outs and it is also just nice to be able to follow the entire process and to be more involved with the people who move. Knowing what is going on, what the concerns are, try to put them at ease ”.

What does your day look like this week? Who are you providing a smile today?

“A day at De Haan never looks the same. At the start of the day I often think that's how it will be and at the end of the day it turned out to be completely different, so flexibility is certainly expected of me. There are always things that come up in between, but of course I start with incoming e-mails. I am assisted by a daily to-do list from our relocation system which includes e.g. my appointments and who I want to call when. 

For example, today I spoke to a gentleman to inform him, among other things, what time our moving team will arrive for their move from the Netherlands to Madrid where their household goods will first go to our storage tomorrow, answer questions as to what can or cannot be brought along  and whether he will be there and felt ready. Of course we do all the work, but I experience that people appreciate such a personal conversation because they are often a bit tense ".

As a Move Manager you support customers from A to Z on a daily basis. What information need do you see?

“Obviously, guidance starts with the intake. Then I already get the basic situation from our business accounts, e.g. is it someone moving alone or is it a family, have specific questions been asked, etc. I also always ask whether someone has moved more often, because I notice that this is the information need of people. Accurate guidance, providing as much information as possible about who we are, what we do, what is expected of the people themselves in terms of paperwork that they have to provide, but also, for example, advise people about insurance. 

My advice: start filling in documents on time, do not delay until the last day. It is always a bit more laborious than you think and by starting on time, you will not get in trouble”

Do you see changes in the market and does that affect your way of working?

“In general, it is true that fewer people are moved with large quantities. What you currently notice, and that has been related to COVID for the past six months, is that people are more insecure. It is unclear whether they will suddenly leave or not. Uncertain times, last minute rescheduling of moving appointments, visas that are canceled, so I notice that people are currently experiencing more stress around broadcasts than before. I certainly get more questions. For example, if there is no visa, it is not possible to ship and it must be decided whether the goods should be stored,  for example in our (customs certified) warehouse. These uncertainties are understandably difficult for people and laborious for us. For me that means supporting in a period of uncertainty, being very flexible and being able to switch on the spot whenever I can”.

Can you share a tip with our customers based on your experience as a Move Manager?

“People can be assured that De Haan is on top of everything. We have the international connections, keep a close eye on the market, look at specific situations day by day, manage everything in the best possible way and keep people constantly informed. At the same time, it is also realistic to say that we are dependent on external factors that we cannot control and therefore cannot guarantee, e.g. sailings that are currently canceled or an air cargo that cannot go through. In other words, we do everything we can, but not everything is in our power. Flexibility in your expectations may sometimes be required of you due to circumstances ”.