Customer Experience Performance Manager

Job Description

Job Description

Job Type : Exempt

Duration of role : Permanent

Number of Position : 1

Report to : Senior Director of Customer Experience

Location : Columbia

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 $600m and growing, Tate plays a pivotal role in offering expertise in cutting edge design engineering 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 to potentially welcome you as part of our team as we continue to grow on a worldwide scale.

About the Role

At Tate, we’re committed to delivering exceptional customer experiences from quote to shipment. As a Customer Experience Order Management Specialist, you’ll play a critical role in ensuring our customer orders are processed accurately, efficiently, and on time. You’ll serve as the key link between Sales, Operations, and Logistics—ensuring every order flows smoothly through our systems and meets customer expectations. This is a fast-paced, detail-oriented role suited for someone who excels at solving problems, managing multiple priorities, and keeping operations moving. If you are motivated by working cross-functionally and contributing to a team focused on scaling excellence, we want to hear from you.

What You’ll Do

• Own the entire order entry process from purchase order receipt through entry and tracking.
• Collaborate with cross-functional teams (Engineering, Sales, Project Management, Scheduling) to ensure orders are processed within set SLAs.
• Maintain up-to-date, accurate records of open orders in Salesforce and ERP systems.
• Manage escalation paths for quick resolution of customer order issues.
• Support margin analysis and claims tracking by partnering with Finance and Customer Experience teams.
• Identify process gaps and contribute to continuous improvement efforts.
• Communicate with customers as needed to uphold world-class customer service standards.

Key Responsibilities :

Additional Expectations

What You’ll Bring

Employee Benefits

Tate is an equal-opportunity employer. We encourage applications from candidates of all backgrounds and experiences.

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