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KNAPP North America · 13 hours ago

Customer Care Manager

KUS Headquarters, Kennesaw, GA, US

Full-time

Hybrid

Mid Level

3+ years exp

KNAPP North America is a global company specializing in automated solutions for logistics. The Customer Care Manager will serve as the primary business contact for clients, ensuring satisfaction and managing complex quotes for logistics systems.

Industrial Automation

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

Qualification

Account managementClient-focused solutionsProject managementSAPERPCRM toolsBilingual (English/German)Negotiation skillsPresentation skillsCommunication skills

Required

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

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

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

Preferred

Bilingual (English/German) preferred but not required

Experience with SAP, ERP, CRM tools and creating code preferred

Benefits

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