Job Description
KPS Global® is the industry-leading manufacturer of insulated panel systems, a standard-setting provider of seamless installation services and a major supplier of aftermarket parts and replacement equipment. Through a focus on growing its Innovation capabilities and an unyielding commitment to customer satisfaction, KPS Global designs, manufactures, installs and services unparalleled insulated panel solutions across multiple industries and retail segments, including supermarkets, convenience stores, big box/club, foodservice, health, scientific and industrial/warehouse markets.
The team at KPS Global is deep with industry experience, especially in the food-retail market where they are the clear market leader, and they are dedicated to exceeding expectations and creating enduring relationships with their customers. KPS Global's extensive footprint can accommodate companies and organizations across a range of industries, coast-to-coast, and in multiple global markets. Their unwavering commitment to superior quality, customer satisfaction, and service has made KPS Global the easy choice for almost every major retailer requiring insulated panel solutions and refrigeration.
KPS Global currently operates 725,000 square feet across five state-of-the-art manufacturing and warehousing facilities, which are strategically located to serve customers anywhere in the world. The Company was formed in December 2015 by D Cubed Group, LLC through the acquisition of Kysor Panel Systems from Manitowoc Company, Inc., and the Hill Phoenix Walk-ins Division from Hill Phoenix (a Dover Corporation company). The Company was subsequently expanded via the acquisition of Custom Cooler in 2018. Headquartered in Fort Worth, Texas, KPS Global is a privately held, private equity-owned company with more than 825 employees.
The Manager Customer Operations Industrial is responsible for managing a multi-function team of Designers and Customer Service Reps to ensure legendary customer service. This team is responsible for managing industrial customers' experience through configuring custom equipment, developing quote information, and managing the various sales projects for dealers, reps and end users. This role supports a positive customer experience, creates engaged customers, and facilitates organic growth. This will be accomplished through owning customer issues and following problems through resolution and setting clear mission deliverables and deploying strategies towards that mission.
Required Skills

• Excellent written and oral communication skills in English, with strong presentation skills Supervisory and management experience
• Knowledgeable about configuring custom insulated panels for Industrial and Scientific markets
• Ability to think strategically
• Strong client-facing and communication skills
• Advanced problem-solving and multi-tasking skills
• Excellent organizational skills and attention to detail
• Expert in ERP systems (Infor), working knowledge of customer service software, databases, and tools
• Proficient with Microsoft Office Suite or related software
• 10% travel

Required Experience

• BS degree in Business Administration or related field
• 5 - 8 years of experience in sales engineering
• Managing and communicating priorities and updates effectively within each team regarding workloads
• Engaging in customer-facing relationships to assess customer needs and initiate the development of product solutions by interacting directly with dealers, reps, and end users via phone, email, and occasionally in person
• Develop service procedures, policies, and standards specific to the Industrial team
• Working with product design on individual and team projects to best determine how to meet customer needs and requirements
• Coordinating and helping resolve internal and field issues with team members when required; must be able to determine the cause and implement proper corrective actions
• Maintaining, analyzing, and distributing daily/weekly/monthly reports internally and externally
• Participating in and leading group training presentations for rep groups, new employees, and key customers
• Recruit, mentor, and develop customer service agents and designers and nurture an environment where they can excel through encouragement and empowerment
• Keep ahead of the industry's developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets
• Adhere to and manage the approved budget