Customer Care Manager

Knapp Inc•Kennesaw, GA

5h•Hybrid

About The Position

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.

Requirements

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
Excellent listening, negotiation and presentation skills
Excellent verbal and written communications skills
Experience with SAP, ERP, CRM tools and creating code preferred
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.

Nice To Haves

Bilingual (English/German) preferred but not required
Proven ability to manage multiple projects at a time demonstrating high attention to detail

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

Benefits

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