CUSTOMER CARE MANAGER

Job Description

Job Description

Kingspan Insulated Panels North America, a division of the Kingspan Group plc headquartered in Ireland, is a global and trusted leader in the design, manufacturing, and supply of high-performance sustainable building products and solutions for the construction industry. As the most energy-efficient, cost-effective building envelope solutions, insulated metal panels are at the forefront of sustainability. We serve the architectural, commercial/industrial, cold storage and food processing markets, and are committed to delivering the most advanced building products on the market.

Learn about our Planet Passionate initiatives:

At Kingspan, our future success is based on the quality of our people, who's expertise and motivation have helped ensure that we remain at the forefront of the construction materials manufacturing industry. In joining Kingspan you become an important part of a growing organization with a reputation for innovative design and use of technology, technical expertise, product quality, service excellence, and dedication to sustainability.

Ready to be part of our team?

We are looking for a Customer Care Manager in our Deland, FL office!

• This is an in-office position (5 days in office, not remote or WFH).
• Sponsorship is not available for this position.
• Relocation assistance may be offered based on candidate's experience and current location.

Summary: The Customer Care Manager receives communications both internally and externally from customers regarding issues with their orders. They coordinate with internal departments to ensure timely and effective resolution, as well as provide post-resolution follow-up with the customer to confirm satisfaction and closure. Analyze case trends to implement internal process improvements aimed at preventing future occurrences and enhancing overall service quality.

Essential Duties:

• Review all incoming customer cases daily, triage by urgency and area of responsibility, and initiate the appropriate resolution process.
• Promptly initiate preliminary contact with the customer for all high priority claims post-production, excluding those related to product integrity.
• Facilitate and coordinate cross-departmental efforts to resolve customer issues or claims by collaborating with colleagues and managers to identify effective solutions and driving urgency for timely resolution.
• Arrange multi-department meetings. When necessary, coordinate with senior management or departmental managers to consolidate information and align on a proposed resolution.
• Ensure all claims are actively progressed toward resolution and closure, holding the appropriate internal departments accountable for timely action.
• Manage communication with the customer, providing regular status updates throughout the resolution process.
• Create credit memos and obtain source approvals for both commercial and warranty credits, including those outside of established authorization levels.
• Analyze case trends to refine processes, develop training materials, and execute process improvements.
• Identify and flag upcoming orders for follow-up, ensuring timely communication with the customer to support a positive and seamless experience.
• Attend and support inter-departmental weekly case meetings.
• Maintain a courteous, professional, and solution-focused approach in all customer and internal interactions.
• Gather and communicate customer feedback to colleagues and relevant departments to support continuous improvement of services. Provide training where necessary to address recurring issues and enhance team performance.
• Follow the Group Code of Conduct and Group Compliance.
• Follow Compliance requirements per “KNA-SOP-1705 Compliance Roles and Responsibilities.”
• Perform all other duties as assigned.

Skill Requirements:

• Strong ability to influence others.
• Exceptional interpersonal skills.
• Logical, objective thinker.
• Ability to work with a sense of urgency.
• Resourceful when presented with a roadblock.
• Strong communication skills.
• Excellent problem-solving skills.
• Negotiation skills.

Education/Experience:

• Bachelor’s Degree (technical degree) or 10+ years’ applicable industry experience.
• Experience with insulated/metal panel manufacturing or construction 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.
• A proactive personality with high energy, self-motivation, and strong decision-making skills.
• Excellent time management, organizational, and communication skills.
• Self-motivated and possesses the ability to meet deadlines and problem-solve.

Computer Skills:

• Must be proficient in all Microsoft Office applications (Word, Excel, PowerPoint) and Outlook.
• SAP or other equivalent ERP software knowledge is desirable.
• Salesforce knowledge is beneficial.

Personal Attributes

The successful candidate will exhibit the following attributes:

Steady Customer Advocacy

• Naturally centers decisions on customer experience while remaining fair, practical, and business-minded.
• Shows genuine concern for customers without becoming reactive or overly emotional in difficult situations.
• Takes personal pride in restoring confidence when issues require extra attention.

Calm Escalation Presence

• Remains composed, clear-minded, and constructive when problems are urgent, visible, or emotionally charged.
• Projects credibility and steadiness when others are frustrated, uncertain, or looking for direction.
• Responds to conflict with maturity rather than defensiveness, blame, or avoidance.

Sound Situational Judgment

• Balances urgency with thoughtful judgment when facts are incomplete or priorities compete.
• Recognizes nuances in customer issues and avoids one-size-fits-all thinking.
• Shows confidence in complex situations without becoming rigid, dismissive, or impulsive.

Persistent Resolution Mindset

• Is naturally determined when obstacles, delays, or unclear ownership make resolution difficult.
• Maintains follow-through and personal accountability without needing constant direction.
• Stays focused on closure while keeping relationships and trust intact.

Credible Internal Influence

• Builds trust through professionalism, consistency, and a balanced understanding of different perspectives.
• Influences others through credibility and sound reasoning rather than authority or pressure.
• Is comfortable engaging across departments while remaining respectful, direct, and solution oriented.

Objective Problem Perspective

• Approaches recurring issues with curiosity, logic, and a willingness to look beyond the immediate concern.
• Separates facts from assumptions when pressure, emotion, or competing viewpoints are present.
• Values learning from patterns without assigning unnecessary blame.

Adaptable Improvement Orientation

• Shows curiosity about better ways of working and remains open when tools, processes, or expectations evolve.
• Uses sound judgment when considering new information, rather than accepting change blindly or resisting it by default.
• Is motivated by practical improvement that makes the customer and employee experience more effective.

Physical Demands:

The physical demands described here represent those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform key responsibilities.

• Strength & Mobility: This position primarily involves seated work, with occasional standing or walking as needed. Must be able to exert up to 10 lbs. of force occasionally, up to 5 lbs. frequently, and a negligible amount constantly to lift, carry, push, or pull objects.
• Dexterity & Coordination: Frequent use of hands and fingers for typing, handling documents, operating office equipment, and interacting with digital tools.
• Visual & Auditory Requirements: Requires specific vision abilities, including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus for reading, computer work, and document review.
• Cognitive & Communication Demands: Requires sustained mental focus, problem-solving, and analytical skills. Effective verbal and written communication, including collaborating with others, phone calls, emails, and in-person discussions.
• Work Environment: Typical office setting with controlled lighting, temperature, and noise levels.

We offer a comprehensive benefits package including 401k with company match, Medical, Dental, Vision, Identity Theft Protection, Critical Illness, Accident, Hospital Indemnity, Pregnancy and Parental Leave, Fitness Reimbursement, Educational Assistance, Life, AD&D, Short- and Long-Term Disability, and Life Assistance Program.

Kingspan is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.