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Customer Care Manager
KNAPP North America. Serve as the client’s primary business contact and be responsible for client satisfaction .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in account management and client satisfaction, with a strong focus on delivering tailored solutions and managing complex projects. Proficient in negotiation, communication, and relationship-building, while effectively collaborating with internal teams and managing service operations.
Highest-signal resume keywords
Account ManagementClient SatisfactionProject ManagementNegotiation SkillsBilingual (English/German)
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Budget PlanningForecastingService Operations ManagementComplex Quote PreparationClient-Focused Solutions
Soft Skills
Excellent Communication SkillsAttention to DetailConflict ResolutionListening SkillsPresentation Skills
Tools & Technologies
SAPERPCRM Tools
Certifications & Qualifications
Bachelor’s Degree in Business or Technical Studies
Industry Keywords
Automated Logistics SystemsAccount Growth OpportunitiesUp-SellingCross-SellingInternational Teams
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Serve as the client’s primary business contact and be responsible for client satisfaction
- Prepare, oversee, and negotiate technical and complex quotes for automated logistics systems and controls of $3 million USD or higher
- Strategically plan budgets and business needs for service accounts
- Forecast quarterly and fiscal-year results for all accounts
- Conduct regular account reviews with customers
- Identify account-growth opportunities through up-selling and cross-selling service offerings
- Handle escalations and complex service issues
- Lead the Service Operations team and oversee maintenance contracts and hotline concerns
- Serve as account liaison for client communications, conflict resolution, and deliverable compliance
- Manage enhancements, upgrades, invoicing, and maintenance projects
- Partner with the internal Sales department and other internal teams
- Build and maintain strong, long-lasting customer relationships
- Ensure timely and successful delivery of customer-tailored solutions
- Manage projects and enhancements
- Forecast and track customers’ upgrade needs and budgets
- Act as an escalation point in addition to Service Operations
- Work closely with the Austrian headquarters and other subsidiaries
Requirements
What you’ll need- 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
- Bilingual (English/German) preferred but not required
- Proven ability to manage multiple projects at a time demonstrating high attention to detail
- 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
- Strict adherence to KNAPP’s drug-free workplace policy; candidates subject to drug-screening and expected to remain drug-free during employment
Benefits
Comp & perks- 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