Sr. Manager, Customer Service

Knauf Insulation North America is the world's fastest-growing insulation manufacturer. We are wholly committed to the conservation of the environment while also sustainably developing and manufacturing a comprehensive line of acoustical fiberglass insulation for residential, commercial, industrial, marine, OEM and metal building applications, using post-consumer recycled materials.

We welcome passionate and creative individuals who thrive in an entrepreneurial, collaborative and ever-changing environment.

• Medical, Dental, Vision – starting on day one!
• Virtual Medical Services
• 401(k) Retirement Plan (earn 100% matching on your first 6% and fully vested day one)
• Paid parental leave
• Company paid life insurance
• Tuition Reimbursement
• Vacation time to enjoy getting away
• Employee Assistance Program (EAP)
• Plus, more!

Growth opportunities available!

Apply online or contact us to hear why our employees appreciate being part of the Knauf family!

Join Knauf as the leader of our Customer Experience and Service Operations, where you’ll shape how customers experience us from first order through ongoing partnership. You’ll set the strategy and own the performance for order entry, order management, claims, and customer communications—using data to improve speed, quality, and consistency  a visible, hands‑on leader, you’ll mentor a high‑performing team, streamline processes, and introduce smarter tools that make work easier for employees and customers alike.

You’ll partner closely with Sales, Supply Chain, Logistics, IT, Finance, and Manufacturing, and serve as a senior point of contact for strategic customers—bringing the voice of the customer into every decision. If you’re energized by setting direction, delivering measurable results, and elevating the customer journey, this role offers the autonomy and impact you’re looking for. Integrity, vision, professionalism, and passion are core to success here.

• Set the strategic direction for Customer Service in alignment with Knauf’s business objectives and growth plans.
• Develop, improve, and implement service strategies, policies, procedures, and standards that elevate quality, productivity, and profitability.
• Define and manage KPIs for order entry and management, response time, issue resolution, and customer satisfaction, link performance to financial outcomes.
• Define what “best‑in‑class” looks like for Knauf through benchmarking and customer insights and hold the organization accountable for meeting those standards.
• Lead customer‑focused initiatives that increase satisfaction, loyalty, and retention while supporting commercial goals.

• Oversee end‑to‑end customer service operations, including order intake, order management, claims, and escalations; ensure standardized processes across businesses.
• Own the end‑to‑end claims process (e.g., freight damage/shortage, pricing disputes, credit/debit memos): establish policies and SOPs, approval matrices, documentation standards and SLAs to ensure timely, accurate resolution and cost recovery; partner with Quality, Logistics, Sales, and Finance on root‑cause prevention.
• Standardize order processes across businesses and implement continuous improvement to reduce errors and cycle times.
• Implement and optimize digital tools (ERP/CRM/analytics/knowledge base/self‑service) to enhance visibility, efficiency and customer experience.
• Handle complex and escalated customer service issues promptly and professionally.
• Establish and maintain Freight and Fuel Policies and updates; ensure clear communication of brand identity and corporate position.
• Serve as the senior Customer Service point of contact; maintain oversight of the phone system with effective tiered escalation and swift resolution.
• Collaborate cross‑functionally to improve forecast accuracy, on‑time delivery, fill rates, inventory allocation and invoice accuracy.
• Ensure adherence to SOPs, SLAs and compliance requirements; hold teams accountable for process compliance, quality and continuous improvement.
• Perform other duties as assigned.

• Develop and track team and individual KPIs; coach for…