Customer Service Manager; Building Materials

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.

• This is an in‑office position in our Modesto location (5 days in office, no remote/WFH).
• Relocation assistance may be offered based on candidate's experience and current location.
• Sponsorship is not available for this position.

As a fundamental member of our Customer Service Department, the Customer Service Manager is not only responsible for managing a team but must demonstrate the ability to effectively promote positive change as a leader within the organization. Through the utilization of experience and effective leadership techniques, the ideal candidate will optimize tools and processes to support the team in delivering results and ultimately raise the level of customer satisfaction through elevated levels of service across the team.

• Assume responsibility for leading the development, performance, and success of the customer service department.
• Provide leadership, guidance, direction, and communication to the team in support of organizational strategic objectives.
• Daily management of Customer Service Team.
• Develop and promote a continuous culture of customer service excellence.
• Engage with and influence the managers of other internal support services to ensure all are aligned in providing the necessary service levels to contribute to a positive customer experience.
• Review, develop, and implement best customer service practices and procedures.
• Work to continuously improve levels of communication – both internal and external – amongst the team.
• Optimize Salesforce and other management tools.
• Work with the Operations Team in all manufacturing facilities to consistently deliver on strict yet realistic deadlines.
• Guide Production Scheduler to minimize adverse variances through optimizing manufacturing capacity.
• Contribute to the improvement of the supply chain.
• Work with the Commercial Team to manage the price book and maintain margins.
• Work with the Technical Department to ensure consistency in details and policies.
• Work with the Sales Team to problem‑solve as needed and support in a selling capacity.
• Identify areas for improvement in business processes and results.
• Implement and manage effective department cross‑training and succession planning.
• Compile and present relevant weekly/monthly reports.
• Utilize knowledge and ability to provide backup support to other internal departments as necessary.
• Travel up to 25%

• Bachelor’s Degree or 10+ years of applicable industry experience.
• Proven success in leading, guiding, and positively developing rapport within a team.
• Experience with insulated/metal panel construction.
• 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.

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

• Trusted Partner to Contractors & Project Teams
  • Serves as a knowledgeable, dependable point of contact for customers, contractors, installers, and project managers
  • Builds trust through consistent…