Customer Experience Performance Manager

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:

- Review customer purchase orders against quotes for margin, pricing, and product accuracy.

- Use ERP systems to monitor order status throughout the lifecycle.

- Maintain data integrity and SOP adherence across order management workflows.

- Ensure data entry accuracy and compliance with customer SLAs and volume expectations.

- Facilitate clear and timely communication among stakeholders to keep orders on track.

Additional Expectations

- Demonstrate adaptability in a fast-paced environment.

- Exhibit a customer-focused mindset, prioritizing exceptional service.

- Work collaboratively within a team setting and across departments.

- Maintain a quality-focused approach in all aspects of work.

What You’ll Bring

- 3+ years of experience in order management, customer service, or operations—preferably in manufacturing or construction.

- High data entry accuracy and strong attention to detail.

- Excellent written and verbal communication skills paired with strong problem-solving abilities.

- Proficiency in Excel and experience with CRM/ERP/PLM systems (Salesforce, Asana, or similar).

- Ability to manage multiple priorities efficiently in a dynamic environment.

- A collaborative mindset with a strong commitment to delivering excellent customer experience.

- A keen sense of finance and numbers to support margin and claims activities.

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.