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Knauf North America · 3 weeks ago

Sr. Manager, Customer Service

US-MI-Albion

Full-time

Onsite

Senior Level

5+ years exp

Knauf North America is the world's fastest-growing insulation manufacturer, committed to environmental conservation. The Sr. Manager, Customer Service will lead the Customer Experience and Service Operations, setting strategy and performance for order management, claims, and customer communications while mentoring a high-performing team.

Building Materials

Comp. & Benefits

Responsibilities

Set the strategic direction for Customer Service in alignment with Knauf’s business objectives and growth plans

Develop, improve, and implement service strategies, policies, procedures, and standards that elevate quality, productivity, and profitability

Define and manage KPIs for order entry and management, response time, issue resolution, and customer satisfaction, link performance to financial outcomes

Define what “best-in-class” looks like for Knauf through benchmarking and customer insights and hold the organization accountable for meeting those standards

Lead customer-focused initiatives that increase satisfaction, loyalty, and retention while supporting commercial goals

Oversee end-to-end customer service operations, including order intake, order management, claims, and escalations; ensure standardized processes across businesses

Own the end-to-end claims process (e.g., freight damage/shortage, pricing disputes, credit/debit memos): establish policies and SOPs, approval matrices, documentation standards, and SLAs to ensure timely, accurate resolution and cost recovery; partner with Quality, Logistics, Sales, and Finance on root-cause prevention

Standardize order processes across businesses and implement continuous improvement to reduce errors and cycle times

Implement and optimize digital tools (ERP/CRM/analytics/knowledge base/self-service) to enhance visibility, efficiency, and customer experience

Handle complex and escalated customer service issues promptly and professionally

Establish and maintain Freight and Fuel Policies and updates; ensure clear communication of brand identity and corporate position

Serve as the senior Customer Service point of contact; maintain oversight of the phone system with effective tiered escalation and swift resolution

Collaborate cross-functionally to improve forecast accuracy, on-time delivery, fill rates, inventory allocation, and invoice accuracy

Ensure adherence to SOPs, SLAs, and compliance requirements; hold teams accountable for process compliance, quality, and continuous improvement

Develop and track team and individual KPIs; coach for performance and implement corrective actions where needed

Benchmark KPIs against best-in-class standards; hold individuals and teams accountable via dashboards, reviews, and corrective action plans to achieve targets

Monitor service performance, customer satisfaction, claims and financial results; standardize reporting cadences and executive dashboards to drive decisions

Lead and drive cross-functional continuous improvement initiatives by proactively identifying opportunities to streamline order management and customer service processes, minimizing errors and inefficiencies

Champion process optimization efforts by deploying formal continuous improvement processes (ex. Lean Management) to identify root causes, address recurring issues and enhance operational performance

Monitor, analyze, and act on customer feedback and performance metrics to implement targeted enhancements, elevate service quality, and foster a culture of innovation and accountability across the team

Build, mentor, and retain a high-performing team of supervisors, claims managers, and customer service representatives

Directly manage the Claims Manager and Supervisors, including coaching, workload prioritization, performance management, and career development aligned to SLAs and quality standards

Set clear expectations and hold the team accountable to best-in-class service standards, KPIs, and compliant processes through regular coaching, feedback, and performance reviews

Foster a culture of safety, accountability, customer-first thinking, and continuous improvement

Develop and implement training programs to strengthen technical expertise, systems proficiency, call control, order management, and communication skills

Ensure succession planning, workforce development, and talent retention to support growth and resilience

Serve as the key backup to Customer Service Managers and Supervisors, providing day-to-day coverage for approvals, escalations, scheduling/workforce planning, and operational decision-making during absences or peak demand

Drives the highest levels of employee retention and engagement to ensure a sustainable workforce

Fosters a culture of innovation, collaboration, and accountability within the organization

Instills an environment of inclusion, where all employees feel that they can contribute and impact the company in a positive manner

Sponsor relationships for strategic customers, ensuring high-quality lifecycle support and proactive issue avoidance

Partner with Sales and Commercial teams to support audits, training, planning, business reviews, product availability, etc.; balance customer satisfaction with business performance

Drive initiatives that improve NPS/CSAT and enhance order management

Ensure adherence to policies, customer messaging, service guidelines, freight and fuel updates, availability, and compliance requirements

Qualification

Customer Service LeadershipProcess ImprovementKPI ManagementERP/MRP SystemsMicrosoft OfficeSalesforceTableauAnalytical SkillsCommunication SkillsTeam LeadershipProblem-SolvingTime Management

Required

Bachelor's Degree in Business Administration or related field

Minimum 5 years of experience in Customer Service, Product Management, or a similar customer-facing leadership role

Proficiency with Microsoft Office, ERP/MRP systems (SAP preferred), Salesforce, and Tableau

Strong administrative, organizational, communication, and people-leadership skills

Excellent mathematical, analytical, and problem-solving abilities; adept at objection handling and root-cause analysis

Proven expertise in call control, order management, time management, and documentation

Strategic thinker with demonstrated ability to set direction, execute, and deliver outcomes

Strong understanding of sales principles, methods, and strategies; ability to balance customer needs with business goals

Up-to-date awareness of industry trends and customer service best practices

Exceptional verbal presentation, active listening, and written communication skills

Highly motivated, hands-on, self-starter with strong attention to detail and follow-through

Preferred

manufacturing background preferred

Benefits

Medical, Dental, Vision – starting on day one!

Virtual Medical Services

401(k) Retirement Plan (earn 100% matching on your first 6% and fully vested day one)

Paid parental leave

Company paid life insurance

Tuition Reimbursement

Vacation time to enjoy getting away

Employee Assistance Program (EAP)

Plus, more!

Company

Knauf North America

Are you interested in working for a company that’s just as passionate about energy conservation & sustainability as you are? Knauf North America is the world's fastest-growing insulation manufacturer in the world.

Founded in 1978

Shelbyville, Indiana, USA

1001-5000 employees