Customer Care Specialist
Job Type: Full Time/ Exempt.
Reports to: Director of Customer Service.
Location: Red Lion, PA
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
The Customer Care Specialist will serve as the primary point of contact for customer communications related to escalations and order-related issues. This individual will take ownership of issue resolution by effectively coordinating with internal departments to ensure timely and accurate outcomes. Following resolution, the Specialist will provide clear and professional follow-up with the customer to ensure satisfaction. Additionally, they will identify opportunities for process improvement and collaborate with internal teams to implement changes that enhance overall service efficiency and customer experience.
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.
•Log cases into Salesforce, maintain database and ensure case flow follows current SOPs.
•Lead problem resolution for customer issues or claims involving multiple departments by liaising with colleagues or managers to find the best solutions to the customers issues.
•Lead the coordination effort with other departments to collect relevant data and facts to determine the root cause of the problem and to create a resolution for the customer.
•Identify ownership of investigation and resolution and drive accountability.
•Initiation of credit memos and source approvals for warranty credits.
•Full analysis of issue or claim post-resolution. Collaborate root cause common problems and assist in creatin a corrective action for improvement.
•Use case trends to improve process and to create training.
•Flag future orders and follow up on order with customer to ensure a positive experience.
•Attend weekly case meetings.
•Maintain a polite, helpful, and professional manner at all times.
•Obtain and share customer feedback with colleagues and other departments so that services can be improved.
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
•Bachelor’s Degree (technical degree) or 5+ year’s applicable industry experience.
•Experience with manufacturing or construction a plus.
•Ability to read and interpret project specifications and all applicable project documents.
•Ability to read and interpret structural and architectural drawings.
•High degree of accuracy and meticulousness about details.
•A pro-active personality with high energy, self-motivation, and strong decision-making skills.
•Excellent time management, organizational and communication skills.
•Self-motivated and possesses the ability to meet deadlines and problem solve.
•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.
Red Lion, PA
Full-time
