Who We Are
At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com. .
What You Get To Do
The Manager Site Implementation is responsible for overseeing the successful implementation of customer service operations at new or existing sites. This role involves collaborating with various teams, managing timelines, ensuring quality, and providing leadership during the site setup or upgrade. The manager implementation will work closely with cross-functional teams, including customer service, IT, and operations, to ensure a smooth transition and alignment with the company’s goals and customer expectations.
Essential Functions and Responsibilities:
To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Project Management:
- Lead and manage site implementation projects, ensuring they are completed on time, within scope, and within budget.
- Develop and maintain project plans, schedules, and progress reports for all site-related customer service activities.
- Oversee the coordination of resources, including staff, technology, and materials, to ensure successful implementation.
- Identify and mitigate any risks or issues that could impact project timelines or outcomes.
- Stakeholder Collaboration:
- Act as the primary point of contact for all customer service-related issues during site implementation.
- Work closely with senior management, customer service teams, and other departments to understand requirements, expectations, and challenges.
- Ensure clear communication between all teams involved in the implementation process.
- Team Leadership:
- Provide guidance, training, and support to customer service teams at the new or upgraded site.
- Ensure customer service representatives are well-prepared and equipped to handle inquiries and issues post-implementation.
- Foster a positive and collaborative team environment that promotes high performance.
- Customer Experience Focus:
- Work to ensure the site meets the company’s customer experience standards.
- Monitor customer service performance and identify areas for improvement or optimization during and after implementation.
- Ensure proper training for customer service teams on new systems, processes, and tools.
- Process Improvement:
- Review and enhance customer service processes during site implementation to improve operational efficiency and effectiveness.
- Collaborate with relevant teams to standardize practices and ensure consistency across multiple sites.
- Reporting and Documentation:
- Prepare and present regular reports on the status of site implementation, customer service performance, and project milestones.
- Maintain accurate documentation of processes, training materials, and troubleshooting guides to ensure smooth operations post-implementation.
- Post-Implementation Support:
- Ensure that proper post-launch support is in place to address any issues or challenges that may arise.
- Monitor the performance of customer service teams at the new site, providing feedback and adjusting workflows as needed.
What You Have
- Preferred Bachelor’s degree in relevant field of study or combination of relevant education and work experience.
- 5+ years direct experience.
- Strong understanding of customer service operations and process management.
- Excellent communication, leadership, and organizational skills.
- Proven ability to manage cross-functional teams and collaborate with stakeholders at various levels.
- Ability to work under pressure and meet tight deadlines.
- Familiarity with customer service tools, CRM systems, and project management software.
- Strong problem-solving skills and attention to detail.
- Experience in a multi-site or remote work environment.
- Previous experience in customer service training or development.
Working Conditions and Environment:
- Travel required up to 100% of the time
- Authorization to work in the U.S.
- Passport or ability to obtain passport
- Professional office etiquette is required at all times
- Ability to travel by air both domestically (US) and internationally (primarily to Austria and other parts of Europe as well as Canada)
- Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds.
What You Will Get
- 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
KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law.
Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”
