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: https://www.youtube.com/watch?v=EEeIS55WMOk

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 for our Deland, FL office!

Responsibility: 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.
• Perform all other duties as assigned
Additional Compliance Responsibilities:
• Follow the Group Code of Conduct and Group Compliance.
• Group Compliance Manual:
o 2.4 All personnel

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+ year's 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 pro-active 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, Power Point) and Outlook.
• SAP or other equivalent ERP software knowledge is desirable.
• Salesforce knowledge is beneficial.

Physical Demands:
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods of time. • Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

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.