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. Watch our values video to learn more about what we do, our commitment to sustainability and our company values and culture.

We know how important your health, wellbeing, and financial strength is to you. To support you, we provide affordable benefits for you and your family members.

"Supporting all aspects of the individual — self, health, wealth and community”

Our benefits include:

• 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
• Vacation time to enjoy getting away
• Tuition Reimbursement
• 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!

Summary of Position: 

Provides outstanding customer service by efficiently processing orders, relaying accurate information upon request, professionally handling complaints and following up on such complaints or other open issues in a timely manner. Responsible for developing strong, working relationships with customers as well as various internal departments (Sales, Operations, Transportation, Material Planning, etc.)  to provide optimal service to the customer. Actively contributes to process improvement efforts and department goals, delivering service excellence and supporting the organization’s commitment to customer satisfaction.

• Process customer orders in the company's ERP software.
• Provide product and order information, such as in-stock availability, pricing, delivery expectations, etc. to customers and Sales team.
• Respond to customer inquiries in a professional, timely, and helpful manner, ensuring all requests are answered satisfactorily.
• Liaise with Sales, Operations, Material Requirements Planning and Transportation personnel to ensure product and carrier availability can meet customers' needs.
• Handle customer complaints in a professional and timely manner; i.e. follow up on shipping errors; refer shipping problems to Transportation function; enter claims and refer those to the claims team respectively.
• Initiate and process credits/debits and returns in adherence to company policies and procedures.
• Maintain a thorough understanding of customer accounts, preferences, services and product offerings to anticipate and meet needs effectively.
• Produce detailed, customer-related reports and key internal reports as needed, ensuring accuracy and timeliness in data delivery.
• Participate in team meetings and contribute to brainstorming sessions to improve processes and customer satisfaction.
• Support audits and other compliance activities by maintaining accurate documentation and assisting internal stakeholders as required.
• Drives the highest levels of employee retention and engagement to ensure a sustainable workforce.
• Fosters a culture of innovation, collaboration, and accountability within the organization.
• Instills an environment of inclusion, where all employees feel that they can contribute and impact the company in a positive manner.

Education: 

• Associate’s degree preferred but not required

Experience:

• Minimum two (2) years of professional customer service experience or equivalent, involving customer – facing or vendor – facing interactions. Background in manufacturing, distribution, or supply chain environments is a plus.
• Experience in order processing systems (ERP system familiarity preferred) and coordination with cross-functional teams is highly desirable.

Knowledge, Skills, and Abilities:

• Exceptional verbal and written communication skills essential for effective interaction with customers, colleagues, and cross-functional partners.
• Strong decision-making skills with the ability to thoroughly weigh options and act promptly and accurately.
• Proven ability to handle multiple priorities in a dynamic, fast-paced, and ever-changing environment.
• Strong interpersonal skills with the ability to collaborate effectively in both independent and team settings, building trust and rapport.
• Critical thinking skills and the ability to identify inefficiencies in processes with a proactive approach to suggesting and implementing solutions.
• High attention to detail with a strong focus on accuracy and quality in work performed.
• Proven time management and organizational abilities, ensuring tasks and responsibilities are completed on time.
• Ability to remain calm and professional when handling escalated situations, delivering solutions with empathy and poise.
• Advanced proficiency in computer applications, including Microsoft Office Suite (PowerPoint, Word, and Excel).
• Demonstrates dependability, reliability, and punctuality in carrying out responsibilities and contributing to the team.
• Consistently exhibits a professional and personable demeanor that enhances the company’s reputation for service excellence.
• Project management skills are a plus, particularly in coordinating between departments and tracking progress against goals.
• Demonstrates active listening and problem-solving abilities, ensuring customer needs are fully understood and addressed.

Additional Attributes:

• Willingness to adapt to evolving technology and processes to enhance efficiency within the role.
• Commitment to ongoing self-development through training, learning tools, and embracing constructive feedback.
• Passion for providing exceptional customer experiences and upholding the company's core values in daily interactions.

It is the policy of Knauf Insulation to provide equal employment opportunities to all qualified persons without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, protected veteran status or any other protected characteristic prohibited by applicable law.