Customer Care Manager

WHO WE ARE

KNAPP brings new technology to warehouse automation. 

The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We – more than 8,000 employees of the KNAPP Group in over 60 locations worldwide, shaping the future-oriented industry of intralogistics are dedicated to making complexity simple. 

One of the KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions.

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.”