Customer Experience Analyst

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

Tate Inc. is seeking a Customer Experience Analyst who is data-driven and detail-oriented to support the financial integrity and strategic insight into our Customer and Order Management operations. This role will be responsible for monitoring order margins, synthesizing customer feedback from Salesforce, and delivering actionable insights to enhance team performance and stakeholder satisfaction. The ideal candidate will be highly proficient in data analytics, reporting tools, and financial systems, with a passion for uncovering trends that drive business decisions.

What You’ll Do

- Track and analyze margins on all customer orders via our ERP.

- Identify margin risks and flag anomalies for Finance and Order Management teams.

- Deliver weekly reports on order margin health, including trends and root cause analysis.

- Partner with Finance to ensure pricing accuracy and profitability alignment.

- Mine customer feedback and behavioral data from Salesforce to identify pain points and opportunities.

- Analyze team performance metrics (e.g., order accuracy, response time, resolution rates).

- Analyze and report on the financial impact of claims on business and customer experience.

- Create dashboards and visualizations in Power BI and Excel to communicate insights.

- Present findings to leadership and recommend improvements to processes and customer experience.

- Build and maintain automated reports and dashboards in Salesforce and Power BI.

- Support and hoc analysis requests from Customer Experience, Finance, and Sales teams.

- Maintain data integrity across systems and ensure consistent reporting standards.

Key Responsibilities

- Track and analyze margins on all customer orders via our ERP.

- Identify margin risks and flag anomalies for Finance and Order Management teams.

- Deliver weekly reports on order margin health, including trends and root cause analysis.

- Partner with Finance to ensure pricing accuracy and profitability alignment.

- Mine customer feedback and behavioral data from Salesforce to identify pain points and opportunities.

- Analyze team performance metrics (e.g., order accuracy, response time, resolution rates).

- Analyze and report on the financial impact of claims on business and customer experience.

- Create dashboards and visualizations in Power BI and Excel to communicate insights.

- Present findings to leadership and recommend improvements to processes and customer experience.

- Build and maintain automated reports and dashboards in Salesforce and Power BI.

- Support and hoc analysis requests from Customer Experience, Finance, and Sales teams.

- Maintain data integrity across systems and ensure consistent reporting standards.

Additional Expectations

- Ability to work independently and cross-functionally in a fast-paced environment.

- Collaborate effectively across teams to drive business outcomes.

- Maintain up-to-date knowledge of industry and best practices in data analysis and customer experience.

- Exhibit strong storytelling skills to translate complex data into clear, actionable insights.

What You’ll Bring

- Bachelor’s degree in business, Finance, Analytics, or related field.

- 3+ years of experience in data analysis, customer experience, or financial operations.

- Strong proficiency in Power BI, Salesforce reporting, Excel (pivot tables, VLOOKUP), and QuickBooks.

- Experience with CRM data mining and customer journey analysis.

- Experience with order management and pricing/margin analysis.

- Excellent communication and storytelling skills with data.

- Ability to work independently and cross-functionally in a fast-paced environment.

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 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.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.