Customer Service Team Lead at Kingspan Insulation in Atlanta Metropolitan Area | Kablio

Role

Description

erp/crm

sap order

data integrity

kpi monitoring

compliance management

customer service

Set and manage multiple priorities.
Leverage ERP/CRM systems to manage order workflows and generate service reports.
Champion Kingspan’s customer-first culture in every interaction.
Must raise concerns related to the Compliance Management System to their supervisor, manager, any member of the Leadership Team, or through the confidential whistle blower service.
Partner with Sales, Logistics, and Production teams to resolve customer concerns proactively.
Standardize policies and procedures, document best practices.
Work alongside the finance and master data team to triage issues in SAP for accurate and timely order entry needs.
Work with Director of Sales Operations to set Sales Support / Customer Service team KPIs.
Serve as a first line of support for escalations and complex order management issues.
Perform all work in a safe manner; promotes and fosters a safe work environment.
Responsible for all tasks to achieve compliance goals and demands of Compliance Management System.
Identify gaps in service delivery and lead initiatives to enhance efficiency and accuracy.
Monitor customer service metrics and drive improvements in key performance indicators (KPIs).
Mentor and support a team of Customer Service Representatives (CSRs).
Act as a member of the Customer Experience (CX) Team for KINA.
Ensure data integrity and accuracy in all customer service transactions.
Collaborate with internal teams to help facilitate on-time order delivery and support the overall sales strategy.
Remain compliant with the Code of Conduct and Policies which includes the Product Compliance Policy.
Conduct regular training and feedback sessions to promote service excellence.
Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and markets demands.
Ensure timely and accurate order entry, issue resolution, and communication with customers.
Analyze data to improve service quality and customer satisfaction.

Requirements

communication

team management

problem solving

ms office

analytical

organizational

Strong communication skills, strong interpersonal skills, the ability to problem solve and deal with people at multiple organizational levels both inside and outside the site
Work independently and manage a team.
Proficiency with computer skills to include Word, Excel, PowerPoint, Outlook.
Strong analytical capability – understands how to graphically represent data in the clearest possible way.
Strong organizational skills, ability to prioritize and multi-task.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1960s

Company Origins

The company was established in the 1960s with a vision to innovate in sustainable building materials.

Spanning 70+ Countries

Global Presence

Current operations and product distribution cover over 70 countries worldwide.

Started with a vision to innovate in sustainable building materials and became a global leader in insulation solutions.
Product range expanded to cater to global markets.
Insulation products are integral to energy efficiency for residential and commercial properties.
Key projects include high-rise buildings, schools, hospitals, and industrial warehouses, focusing on reducing carbon footprints.
Developed products like insulated panels, roofing, and insulation boards with cutting-edge technology.
Continuous growth driven by strong research and development efforts.
Committed to a sustainable future, exploring sectors like energy and infrastructure.

Culture + Values

The business has been built on trust in the integrity of our people and of our offering.
We are entrepreneurial, collaborative, honest, and we stand behind a common cause – better buildings for a better world.
We are innovative – market leader through a creative and solutions-driven mindset.
We think long-term – strategy driven by long-term ambitions not quarterly performance.
All new joiners must complete training on our Code of Conduct.
Core principles include clear, ethical, and honest behaviors and communications; compliance with the law; respect for the safety and well-being of colleagues; protection of group assets; and upholding our commitment to a more sustainable future.

Environment + Sustainability

61% reduction

GHG Emissions Reduction

The company achieved a 61% reduction in Scope 1 & 2 GHG emissions compared to 2020 levels.

100% solar PV

Renewable Energy Target

The company aims to install solar PV systems on all wholly-owned facilities by 2030.

14% reduction

Scope 3 Emissions

The company achieved a 14% reduction in Scope 3 GHG emissions compared to 2020 levels.

1.1B bottles

PET Bottle Recycling

The company recycled 1.1 billion PET bottles in 2024, exceeding its 2025 target.

Planet Passionate targets to reach net‑zero carbon manufacturing (Scope 1 & 2) by 2030.
50 % reduction in product CO₂e intensity from primary supply‑chain partners by 2030.
100 % zero‑emission company cars by 2025.
Zero waste to landfill by 2030.
60 % direct renewable energy by 2030.
Support 5 ocean‑clean‑up projects by 2025 (target achieved in 2024).
100 million litres of rainwater to be harvested annually by 2030; 2024 harvest: ~63 million L.
Embodied‑carbon innovation: QuadCore LEC and other LEC products with over 15 % lower embodied carbon.
Internal €70/tCO₂e carbon charge launched in Jan 2023.

Inclusion & Diversity

280 Leadership Programmes

Employees in Development

Over 280 employees participated in various leadership development programmes since July 2023.

21% Female Workforce

Gender Diversity Stats

Women make up 21% of the workforce as of 2022.

25% Board Positions

Women in Leadership

Women hold 25% of board positions as of 2022.

R$800 Monthly Support

Childcare Assistance

Female-focused childcare support is offered up to R$800/month per child (up to age 7) in Isoeste, Brazil.

Launched global D&I survey focusing on gender diversity under People Passionate/People Pulse.
Established Group Diversity & Inclusion Forum led by 11 senior leaders.
People Passionate programme active in building inclusive culture and enabling diverse workforce.

Articles

Our Products

Kingspan Insulation Blog / News

Planet Passionate – Innovation with Panel Waste

Role

Description

erp/crm

sap order

data integrity

kpi monitoring

compliance management

customer service

Set and manage multiple priorities.
Leverage ERP/CRM systems to manage order workflows and generate service reports.
Champion Kingspan’s customer-first culture in every interaction.
Must raise concerns related to the Compliance Management System to their supervisor, manager, any member of the Leadership Team, or through the confidential whistle blower service.
Partner with Sales, Logistics, and Production teams to resolve customer concerns proactively.
Standardize policies and procedures, document best practices.
Work alongside the finance and master data team to triage issues in SAP for accurate and timely order entry needs.
Work with Director of Sales Operations to set Sales Support / Customer Service team KPIs.
Serve as a first line of support for escalations and complex order management issues.
Perform all work in a safe manner; promotes and fosters a safe work environment.
Responsible for all tasks to achieve compliance goals and demands of Compliance Management System.
Identify gaps in service delivery and lead initiatives to enhance efficiency and accuracy.
Monitor customer service metrics and drive improvements in key performance indicators (KPIs).
Mentor and support a team of Customer Service Representatives (CSRs).
Act as a member of the Customer Experience (CX) Team for KINA.
Ensure data integrity and accuracy in all customer service transactions.
Collaborate with internal teams to help facilitate on-time order delivery and support the overall sales strategy.
Remain compliant with the Code of Conduct and Policies which includes the Product Compliance Policy.
Conduct regular training and feedback sessions to promote service excellence.
Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and markets demands.
Ensure timely and accurate order entry, issue resolution, and communication with customers.
Analyze data to improve service quality and customer satisfaction.

Requirements

communication

team management

problem solving

ms office

analytical

organizational

Strong communication skills, strong interpersonal skills, the ability to problem solve and deal with people at multiple organizational levels both inside and outside the site
Work independently and manage a team.
Proficiency with computer skills to include Word, Excel, PowerPoint, Outlook.
Strong analytical capability – understands how to graphically represent data in the clearest possible way.
Strong organizational skills, ability to prioritize and multi-task.

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded in 1960s

Company Origins

The company was established in the 1960s with a vision to innovate in sustainable building materials.

Spanning 70+ Countries

Global Presence

Current operations and product distribution cover over 70 countries worldwide.

Started with a vision to innovate in sustainable building materials and became a global leader in insulation solutions.
Product range expanded to cater to global markets.
Insulation products are integral to energy efficiency for residential and commercial properties.
Key projects include high-rise buildings, schools, hospitals, and industrial warehouses, focusing on reducing carbon footprints.
Developed products like insulated panels, roofing, and insulation boards with cutting-edge technology.
Continuous growth driven by strong research and development efforts.
Committed to a sustainable future, exploring sectors like energy and infrastructure.

Culture + Values

The business has been built on trust in the integrity of our people and of our offering.
We are entrepreneurial, collaborative, honest, and we stand behind a common cause – better buildings for a better world.
We are innovative – market leader through a creative and solutions-driven mindset.
We think long-term – strategy driven by long-term ambitions not quarterly performance.
All new joiners must complete training on our Code of Conduct.
Core principles include clear, ethical, and honest behaviors and communications; compliance with the law; respect for the safety and well-being of colleagues; protection of group assets; and upholding our commitment to a more sustainable future.

Environment + Sustainability

61% reduction

GHG Emissions Reduction

The company achieved a 61% reduction in Scope 1 & 2 GHG emissions compared to 2020 levels.

100% solar PV

Renewable Energy Target

The company aims to install solar PV systems on all wholly-owned facilities by 2030.

14% reduction

Scope 3 Emissions

The company achieved a 14% reduction in Scope 3 GHG emissions compared to 2020 levels.

1.1B bottles

PET Bottle Recycling

The company recycled 1.1 billion PET bottles in 2024, exceeding its 2025 target.

Planet Passionate targets to reach net‑zero carbon manufacturing (Scope 1 & 2) by 2030.
50 % reduction in product CO₂e intensity from primary supply‑chain partners by 2030.
100 % zero‑emission company cars by 2025.
Zero waste to landfill by 2030.
60 % direct renewable energy by 2030.
Support 5 ocean‑clean‑up projects by 2025 (target achieved in 2024).
100 million litres of rainwater to be harvested annually by 2030; 2024 harvest: ~63 million L.
Embodied‑carbon innovation: QuadCore LEC and other LEC products with over 15 % lower embodied carbon.
Internal €70/tCO₂e carbon charge launched in Jan 2023.

Inclusion & Diversity

280 Leadership Programmes

Employees in Development

Over 280 employees participated in various leadership development programmes since July 2023.

21% Female Workforce

Gender Diversity Stats

Women make up 21% of the workforce as of 2022.

25% Board Positions

Women in Leadership

Women hold 25% of board positions as of 2022.

R$800 Monthly Support

Childcare Assistance

Female-focused childcare support is offered up to R$800/month per child (up to age 7) in Isoeste, Brazil.

Launched global D&I survey focusing on gender diversity under People Passionate/People Pulse.
Established Group Diversity & Inclusion Forum led by 11 senior leaders.
People Passionate programme active in building inclusive culture and enabling diverse workforce.

Articles

Our Products

Kingspan Insulation Blog / News

Planet Passionate – Innovation with Panel Waste