Customer Care Manager

WHO WE ARE

 At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
 
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

WHAT YOU GET TO DO

The Customer Care Manager serves as the client’s primary business contact and is responsible for client satisfaction. Customer Care Manager will have proven experience and understanding of the logistics management processes. 

In this position, you will be responsible for the preparation, oversight, and negotiation of technical and complex quotes for our automated logistics systems and their underlying controls of $3 million USD or higher, including project enhancements, upgrades, change requests, and services according to customer’s requests.

Essential Functions and Responsibilities:

• Strategically plan the budget and business needs for the service accounts 
• Forecast quarterly and fiscal year for all accounts 
• Conduct regular account reviews with customers
• Identify opportunities for account growth, including up-selling or cross-selling service offerings
• Handle escalations and complex service issues with professionalism and urgency 
• Responsible for the Service Operations team while also overseeing all maintenance contracts and hotline concerns
• Serve as the account liaison, responsible for all client communications, conflict resolutions, and compliance on deliverables
• Responsible for project management of enhancements and upgrades along with overseeing invoicing and maintenance projects 
• Build a strong partnership with internal Sales department and other internal partners
• Operate as the lead point of contact for any and all matters specific to our customers, building and maintaining strong, long-lasting customer relationships
• Ensure timely and successful delivery of our solutions tailored to the customer’s needs and objectives, developing strategic initiatives and diligently following up with clients
• Manage projects and enhancements
• Forecast and track customers’ upgrade needs
• Forecast upgrade and enhancements budget and keep it up to date throughout the fiscal year
• Act as the escalation point where needed in addition to service operations
• Work closely with the Austrian headquarters and other subsidiaries

WHAT YOU HAVE

• Bachelor’s degree in Business or Technical studies preferred
• 3 years of account management or customer service experience 
• Previous experience in account management, material handling, sales and working with international teams 
• Experience in delivering client-focused solutions based on customer’s needs
• Bilingual (English/German) preferred but not required
• Proven ability to manage multiple projects at a time demonstrating high attention to detail
• Excellent listening, negotiation and presentation skills
• Excellent verbal and written communications skills
• Experience with SAP, ERP, CRM tools and creating code preferred

Working Conditions and Environment 

• Domestic and international travel required at least 30%
• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Professional office and customer site etiquette is required at all times.
• Physical requirements may include: sitting for long periods of time, standing, walking, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 30 pounds.

WHAT YOU WILL GET

• 2 remote days per week
• Half day Fridays
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. 

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required.  All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”