Customer Support Representative

Job Type: Full Time.

Reports to: Director of Customer Service.

Location: Jessup, Maryland, USA

About Us

At Tate we are passionate about everything we do. As an independent brand operating within Kingspan Group, a global plc group of companies, Tate has been recognized worldwide as an industry leader in the development and manufacture of data center infrastructure solutions and commercial office raised access floors, for over 60 years. With revenues of over $420m and growing, Tate plays a pivotal role in offering expertise in cutting edge design engineering in order to craft solutions, by working collaboratively with clients as a trusted partner.

Tate continues to grow and expand, operating multiple manufacturing and commercial sites across the US, Europe, the Middle East, Asia, and Australia. We are excited about our fresh, dynamic, and inclusive team of experts working on new innovations and forward-thinking designs, as we remain a market leading player within our industry. We continue to invest heavily in the best available manufacturing tools and equipment needed to adhere to Tate’s world class standards and in keeping with our Planet Passionate sustainability strategy, our focus is on having minimal climate impact.

We are excited by potentially welcoming you as part of our team as we continue to grow on a worldwide scale.

About the Role

This position will work closely with sales, project managers, manufacturing, and fellow customer service colleagues to ensure timely processing and delivery of customer orders. This position acts as the communication conduit between internal departments and external customers to ensure that customers are informed, and expectations are well managed.

To support the flow of products into large scale data center construction projects, this position requires dedication to clear, timely, accurate and well-constructed communications. Additionally, this position requires the use of sound judgment and decision-making to juggle multiple simultaneous customer requests and resolve conflicts. Working mostly with repeat customers this person should strive to build and nurture strong relationships that will ensure success and create a rewarding work environment for themselves and others.

The Data Center Customer Service position reports directly to the Director of Customer Service, Americas.

What You’ll Do

• Managing Customer Service Requests: Receive and process requests directly from customers (via telephone, fax and email) for product availability, orders, material returns, billing corrections, product information, order changes, and cancellations.
• Escalation Management: Quickly and smoothly resolve customer complaints and problems.
• Internal Collaboration: Work with Project Managers, Outside Sales, Engineering, Quality, Manufacturing, and external customers to: coordinate, manage, mediate, and negotiate any item or activity such as price, delivery, quality, and responsiveness. Perform other duties as assigned.
• Coordinate delivery and/or pick up of customer orders with operations teams.
• Provide support to Outside Sales force (also serve as a backup)
• Maintain accurate and up to date "open order" files.
• Maintains awareness of individual contribution to and impact of the quality, safety, environmental, and product compliance policies and activities; reports all quality issues, unsafe acts, and unsafe conditions to the proper personnel.

Additional Expectation

• Remain compliant with the Code of Conduct and Policies which includes the Kingspan Group Compliance Policy.
• Ensure that all duties related to product compliance are adhered to in accordance with the Product Compliance Policy, Laws, Regulations, and market demands.
• Responsible for all tasks to achieve compliance goals and demands of the Compliance Management System.
• Must raise concerns related to the Compliance Management System to their supervisor, manager, or any member of the Leadership Team, or through the confidential whistle blower service.

What You’ll Bring

• A bachelor’s degree preferred.
• A minimum of 5-7 years of total experience
• 1-3 years of experience in an inside sales environment.
• 1-3 years of customer service experience in manufacturing environment.
• Able to use superior customer service telephone skills PC literate-Microsoft Office, Saleforce.com and ERP knowledge.
• Effective written and verbal communication skills a must.
• Ability to make decisions independently within guidelines provided.
• Self-motivated with efficient time and email management skills
• Excellent problem solving, critical thinking and decision-making skills.
• Must perform accurate work under the pressures of tight schedules and fast-paced environment.
• Ability to input data with a high accuracy rating, and strong attention to detail.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Ability to coordinate and work effectively with many different departments, companies and personalities both domestic and internationally.

Employee Benefits

• Career Scope and Advancement: As we grow, new positions and career opportunities arise, offering accelerated paths for the right candidates, locally and globally.
• World of Wellness Philosophy: We empower you to take charge of your health and well-being. You’ll have access to a wide range of medical, dental, and vision benefits, along with personalized guidance from a “Health Advocate.” We also offer other supplemental options, including 401k, legal, disability, and theft insurance, to ensure your financial wellness.
• Corporate Social Responsibility: Through Planet Passionate we are determined to reduce our manufacturing carbon (CO2e) emissions to as close to zero as technically possible, together with halving carbon intensity in our primary supply chain. We are very involved in our community, and you will have ample opportunities to support us, in creating a better world.
• Skills Development: Given the dynamic pace of our business and a strong collaborative environment, your new role will be diverse and multifaceted – allowing you to be more versatile and develop a broader skill set.
• Mentorship and development: At Tate, we don’t believe in hierarchy, we work together as one team for one common goal. You will have access and exposure to our senior leaders and experts for learning in your role, and additionally mentorship for the future.
• Culture: We have a great team culture, highly collaborative, supportive and social. Together we innovate, collaborate, take ownership and strive for excellence.

Tate is an equal opportunity employer. We welcome applicants from all backgrounds and do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected status. Come aboard as we champion diversity and inclusivity in the workplace!

Stay connected with us on LinkedIn for insights into life at Tate. Join us in our mission to make a difference through exceptional solutions.