Junior Customer Experience Associate

Job Title: Junior Customer Experience Associate

Department: Customer Experience Reports To: Customer Experience Director, Tate Flooring North America Location: Columbia, MD USA (Full Time)

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 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 to potentially welcome you as part of our team as we continue to grow on a worldwide scale.

About the Role

We are seeking a motivated and detail-oriented graduate to join our team as a Junior Customer Experience Associate. This role supports the Customer Experience, Finance, and Commercial teams by ensuring accurate internal documentation, facilitating cross-functional communication, and contributing to an exceptional customer lifecycle from order placement through fulfillment.

This position is ideal for someone eager to begin their career in customer experience, cross-functional operations, and commercial support within a dynamic, collaborative environment.

What You’ll Do

Cross-Functional Support

- Serve as a central communication point between the Customer Experience, Finance, and Commercial teams.

- Coordinate and track information needed for internal collaboration between the Customer Experience, Finance, and Commercial teams.

- Ensure timely and accurate delivery of internal documentation, approvals, and updates across teams.

Customer Experience Operations

- Assist the Customer Experience team with order reviews, customer account updates, weekly reporting, and internal communications.

- Help maintain internal systems and documentation to support data accuracy and workflow continuity.

- Support the preparation of weekly customer status updates and dashboards.

Finance Collaboration

- Work closely with Finance to gather backup documentation, validate order details, and support credit or billing inquiries.

- Assist in preparing materials for Finance review, including authority-matrix approvals and support for credit processing.

- Ensure all order adjustments, credits, or changes are clearly communicated and completed in a timely manner.

Commercial Team Support

- Provide support to the Commercial team by gathering and organizing customer data needed for sales follow-ups and account reviews.

- Assist in aligning Commercial team updates with Customer Experience workflows to ensure a smooth customer handoff and consistent communication.

Process & Administrative Support

- Contribute to ongoing process improvements related to order management, internal communication, and customer experience operations.

- Maintain organized records and documentation for audits, internal reviews, and customer follow-ups.

- Support ad hoc projects and administrative tasks across Customer Experience, Finance, and Commercial teams.

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 in Business, Communications, Operations, or a related field (or equivalent experience).

- Strong organizational skills with excellent attention to detail.

- Clear and professional written and verbal communication skills.

- Ability to work collaboratively with multiple internal teams in a fast-paced environment.

- Proficiency in learning new systems, tracking tools, and workflow processes.

- Positive, proactive attitude with a willingness to learn and grow.

Preferred Skills (Nice to Have)

- Internship or academic experience in customer service, operations, commercial/sales support, or finance-related roles.

- Familiarity with CRM, ERP, or order management systems.

- Intermediate Excel or Google Sheets skills.

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.