Customer Experience Manager — On-Site Leader

Solatube; DeLand (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k with company match

Medical

Dental

Vision

Life Insurance

Parental Leave

Job summary

Kingspan Insulated Panels North America is seeking a Customer Care Manager to lead customer communications about order issues and coordinate across departments to resolve them promptly. The role includes post-resolution follow-up to ensure satisfaction and ongoing improvements based on case trend analysis.

The ideal candidate has a technical bachelor’s degree or 10+ years of relevant experience, with strong interpersonal and problem-solving skills and proficiency in Microsoft Office.

Qualifications

• Bachelor’s degree (technical) or 10+ years of applicable industry experience.
• Experience with insulated/metal panel manufacturing or construction is a plus.
• Ability to read and interpret project specifications and all applicable project documents.
• Ability to read and interpret structural and architectural drawings.
• High degree of accuracy and meticulousness about details.
• Self-motivated, energetic, with strong decision-making skills.
• Excellent time management, organizational, and communication skills.

Responsibilities

• The Customer Care Manager receives communications from customers regarding issues with their orders.
• They coordinate with internal departments to ensure timely resolution.
• Provide post-resolution follow-up with the customer to confirm satisfaction and closure.
• Analyze case trends to implement internal process improvements to prevent future issues and enhance service quality.

Skills

Influence

Interpersonal skills

Analytical thinking

Urgency-driven

Problem-solving

Resourceful

Education

Bachelor's Degree (technical) or 10+ years experience

Tools

Microsoft Office

SAP

Salesforce

ERP software knowledge

Job description

Kingspan Insulated Panels North America is seeking a Customer Care Manager to lead customer communications about order issues and coordinate across departments to resolve them promptly. The role includes post-resolution follow-up to ensure satisfaction and ongoing improvements based on case trend analysis.

The ideal candidate has a technical bachelor’s degree or 10+ years of relevant experience, with strong interpersonal and problem-solving skills and proficiency in Microsoft Office.