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 skill