Customer Experience Specialist

Job Description

Job Description

Kingspan Light + Air is an award-winning innovator of daylighting and ventilation solutions for high-performance building envelopes, offering a wide range of high-quality solutions, including translucent daylighting systems, skylights, smoke, and natural ventilation products.

To help us continue to grow our business, we’re searching for a Customer Experience Specialist. The Customer Experience Specialist will support customers through the full lifecycle of order execution by managing inbound activity, coordinating across internal functions, resolving issues, and facilitating seamless communication. This role emphasizes responsiveness, accuracy, technical support, and customer confidence, helping Kingspan maintain its premium market positioning.

Benefits include a competitive hourly rate, medical/dental/vision insurance with HSA plan, retirement plan with 4% company match, 13 days of Paid Time Off plus 10 paid company holidays, and upward advancement potential.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Support & Relationship Management:

• Serve as a primary point of contact for inbound customer inquiries.
• Respond to customer requests regarding product information, order status, lead times, technical questions and claims & warranty inquiries.
• Deliver professional, timely, and accurate support aligned with Kingspan’s premium customer experience expectations.
• Build trust through consistent communication and follow-through .

Order Management & Operational Excellence:

• Process and support customer orders accurately and efficiently.
• Coordinate order entry activities while ensuring data accuracy and completeness.
• Monitor order progression and proactively communicate updates or risks.
• Support customer follow-up regarding order status, delivery timelines and changes/delays.
• Collaborate with Operations, Transportation, and Manufacturing teams to support execution.

Claims, Warranty & Issue Resolution:

• Manage customer claims and warranty intake processes.
• Coordinate investigations and support timely issue resolution.
• Escalate concerns appropriately while maintaining customer confidence.
• Track and communicate progress throughout the resolution process.
• Support goodwill processes and customer retention efforts when appropriate.

Technical Support & Customer Guidance:

• Assist customers with technical questions regarding products and applications.
• Utilize available tools and resources to support product selection, configurations, legacy product identification and documentation.
• Coordinate with Product Management, Engineering, and Technical teams when required.
• Provide guidance to customers to simplify processes and improve outcomes.

Customer Experience Advocacy:

• Act as the voice of the customer internally.
• Identify recurring pain points and opportunities for process improvement.
• Advocate for solutions that improve responsiveness, communication, and ease of doing business.
• Support Kingspan’s objective to become the easiest manufacturer to work with within the daylighting industry.

Cross-Functional Collaboration:

• Partner closely with account Managers, territory sales managers, operations, transportation, product management, engineering and manufacturing.
• Ensure seamless handoffs and coordinated customer support.
• Support alignment between customer expectations and operational capabilities.

CRM, Documentation & Reporting:

• Maintain accurate customer interactions and case information within Salesforce CRM.
• Document customer inquiries, cases, claims, follow-up actions and/or escalations.
• Provide insights regarding recurring issues, process bottlenecks, and customer trends.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum 3+ years experience in customer support, order management, building materials, commercial construction, manufacturing support and/or inside sales/customer experience roles.
• Strong communication and organizational skills.
• Ability to manage multiple priorities simultaneously.
• Experience using CRM systems (Salesforce preferred).
• Strong problem-solving capability and attention to detail.

Preferred:

• Daylighting, roofing, ventilation, or building envelope experience.
• Technical product support experience.
• Knowledge of construction project workflows.
• Experience with warranty or claims processes

At Kingspan, we believe our employees are our greatest resource. Therefore, we offer a competitive salary, benefits, and vacation package for all full-time permanent positions. Kingspan is proud to be an equal opportunity workplace and is an affirmative action employer.