Behind the scenes at Modexpress
Maarten Smets
In this interview, Maarten Smets, IT Project Manager, talks about his role, the challenges of customer implementations, and what he values most about working at Modexpress. From successful projects to collaborating with colleagues, and even his own twin.
Discover how Maarten contributes every day to achieving concrete goals and ensuring customer satisfaction.
Foto credits: Modexpress
In this interview, Maarten Smets, IT Project Manager, talks about his role, the challenges of customer implementations, and what he values most about working at Modexpress. From successful projects to collaborating with colleagues, and even his own twin.
Discover how Maarten contributes every day to achieving concrete goals and ensuring customer satisfaction.
Foto credits: Modexpress
Can you tell us a bit about yourself?
‘My name is Maarten Smets, I’m 30 years old, and I’ve been an employee at Modexpress since September 2019. I work as a project manager within the IT department. A fun and challenging role where no two days are the same. After finishing secondary school, I started studying Law at Tilburg University, but after two years I decided to change direction and switched to the higher professional education programme SPECO Sport Marketing, which I successfully completed.’
How did you start working at Modexpress?
‘During my secondary school years, I spent a few summers doing temporary work at Modexpress, which was my first introduction to the company. After finishing my studies, I came across a vacancy for an account manager in the Customer Support department; a role I initially planned to do for just one year, with the intention of then volunteering at the Olympic Games in Japan. Due to Covid, that plan didn’t go ahead, so I stayed at Modexpress. I became a project manager for the implementation of the new HR and planning system, Dyflexis. For about nine months, I worked closely with colleagues to successfully implement this system and prepare the organisation for it. After completing this project, I was offered the opportunity to take on the role of project manager for onboarding new customers. I’ve now been in this role for nearly four years, and I find it both enjoyable and rewarding.’
What does your role within this team involve exactly?
‘In my role, I coordinate everything related to the onboarding of (new) customers, including the implementation and alignment of IT systems and processes needed for smooth collaboration, from the moment they become a customer until ‘go-live’, as we call it. I work closely with site managers and colleagues from various departments across all locations. For example, if there are customer-specific questions regarding customs, I initiate coordination with the relevant department. When a customer goes live, I ensure the official handover to account management and the warehouse. I always carry out a customer implementation together with a colleague from my department, who is responsible for the technical IT aspects, such as required configurations, system testing, and the development of packing slips. Additionally, I guide existing customers through adjustments to processes that involve IT or project components.’
What do you consider important in customer contact?
‘For me, the most important thing is that we at Modexpress keep our promises and manage expectations effectively. The onboarding process involves many steps, and we like to get it right the first time. However, it also depends on many factors and inputs. In addition to working with internal departments and the customer themselves, I also collaborate closely with carriers and external IT partners of our customers.’
What makes customer contact special for you?
‘What I enjoy most are the many personal moments of contact I have. Once a project has started, I try to speak with the customer every week. Since 2022, I’ve worked with around thirty to forty different customers, and those experiences have been very positive. I also like to stay involved after ‘go-live’ and keep in touch with the customer, providing aftercare and support whenever needed.’
Modexpress promotes customised solutions. Can you give a good example of this from the IT department?
‘A great example is the RFID solution we developed together with the IT department, operational stakeholders, and our external partner Zetes for Suitsupply. It was an intensive project lasting over a year, resulting in a solution that increased customer satisfaction and improved the reliability of order processing. Recently, this solution has also been successfully integrated for our customer Moose Knuckles.’
What makes you feel proud in your work at Modexpress?
‘Being able to help a customer or colleague. It can be something very small or it can be a long process. What I value most is being able to deliver effective solutions to challenging issues during the onboarding process.’
What do you enjoy in your contact with colleagues?
‘What I enjoy most is the informal atmosphere. Modexpress is a family company, and that shows in the way people interact. I have contact with many different departments and colleagues. The organisation isn’t structured hierarchically, which works really well; even the management team is very approachable and accessible.’
What I enjoy most about working at Modexpress:
‘The freedom I have to shape my role in my own way. At the same time, I know that support is always available whenever I need it, which gives a strong sense of trust and reassurance.’
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