Escalation Manager

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 Escalation Manager will step in for major incidents and coordinate between the escalation between the customer and all KNAPP involved departments. The Escalation Manager role is activated by an automated/internal escalation, or a complaint/request by a KNAPP customer. When the role gets triggered, the Escalation Manager will manage the escalation or complaint in accordance with the standard operating procedure until de-escalation. During an Escalation the Escalation Manager will supervise and review the processes and activities to restore normal service operation as quickly as possible to the Customer’s business operations. Escalation Manager will also investigate and resolve customer issues and complaints concerning Service Desk topics to ensure satisfaction.

Essential Functions and Responsibilities:  

• Supporting of root cause analysis and incident resolution on all major Incidents.
• Providing frequent technical updates per mail or in a bridge call to KNAPP customers during an ongoing escalation. 
• Support our customer on all technical and operational matters and questions during an escalation.
• Work with KNAPP subsidiaries and subject matter experts to ensure an efficient communication and problem resolution.
• Coordinate and ensure a proper documentation of root cause analysis and incident resolution.
• Monitor major incidents to ensure that the Service Level Agreements are respected.
• Act as an Escalation Manager by providing role clarity, communication and facilitation during escalated business-critical incidents.
• Serve as point of contact in the escalated major Incidents.
• Understand major Incidents on a technical level and manage timely communication between all involved parties during the lifecycle of an escalated major Incident.
• Coordinate, plan, supervise and/or initiate the activities necessary to perform, monitor, notify and report on the major Incident process.
• Determine inf an Incident needs to be escalated further to the next higher level of management depending on the severity of the Issue.
• Initiate and oversee the hierarchical escalation process.
• Provide regular technical detailed updates (e.g. on resolution progress, available workarounds and estimated time to restore) to the senior management and key contacts on both, KNAPP`s and customer`s side.
• Run technical conference calls, internally and with customers, during the Incident solution process.
• Identify, initiate, schedule and conduct Incident reviews.
• Coordinate, participate in and/or lead incident review meetings.
• Investigate, resolve and document customer complaints concerning CS Remote Services topics. 
• Respond efficiently and accurately to customer feedback. 
• Monitor complaints and work towards reducing their numbers. 
• Responsible for the effective implementation and continual improvement of the "Escalation and Complaint Management" process. 

WHAT YOU HAVE

• Bachelor’s Degree in Business and/or Logistics (preferred) or related field, or equivalent combination of education and experience.
• 3-5 years related experience in customer service, warehousing, high volume manufacturing, distribution, production planning and/or transportation environment.
• Excellent command of spoken and written English and other foreign languages (Spanish preferred).
• Basic knowledge of Linux, Oracle and SQL. 
• Ability to complete task in a timely manner and with a high degree of quality, even during periods of high workload.
• Very good computer skills and technical understanding.
• Understanding of automation systems, logic and warehouse workflow.
• Knowledge of warehouse management systems and warehouse control systems.
• Operational experience within and automated distribution facility. 
• Strong documentation skills and ticket management. 
• ITIL Foundation skills necessary.
• Excellent verbal and written communication skills. 
• Self-motivated and a proactive approach to problem solving. 
• Excellent time management and organizational skills.
• Attention to detail and effective multitasking.
• Flexibility over working hours and willingness to work varying shifts.
• Ability to manage and prioritize your own workload to complete task in a timely manner and with high degree of quality, even during periods of high workload.
• Reliability and ability to work and take decisions, even when under pressure or uncertain and unstructured situations.
• Ability to proactively establish contacts and relationships with various groups of people such as customers, customer technicians and colleagues from other departments.
• Exceptional interpersonal skills during client interaction.
• Ability to work independently and/or as part of a team.
• Able to lead and motivate others & able to work autonomously with a minimum of supervision. 
• Ability to deal with conflicts openly and at an early stage.
• Willingness and ability to continuously learn, acquire additional professional skills and adapt to new requirements.
• Ability to recognize potential for improvement in one's own work environment and to actively participate in the implementation of bold and creative solutions.

Working Conditions and Environment:

• Travel required up to 10%.
• Authorization to work in the U.S.
• Passport or ability to obtain passport.
• Professional office etiquette is required at all times.
• Overtime as required by work. 
• Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length.

WHAT YOU WILL GET

• 2 remote days per week
• Half day Fridays
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• 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
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

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.”