Customer Experience Director

Tate; Jessup (MD); On-site; USD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a Customer Experience Leader to enhance customer service processes and lead a dedicated team. This role is pivotal in optimizing operations and ensuring customer satisfaction across North America. The ideal candidate will bring extensive experience in technical services and team leadership, along with a strategic mindset to drive growth and compliance. Join a dynamic and inclusive team committed to innovation and sustainability, where your contributions will make a significant impact on the customer experience and organizational success.

Benefits

Career advancement opportunities globally

Comprehensive health benefits

Dental and vision benefits

Wellness programs

Skills development through mentorship

Supportive team culture

Qualifications

• 12+ years in technical services or customer service, with 5+ years in leadership roles.
• Strong strategic thinking and problem-solving skills are essential.

Responsibilities

• Oversee customer experience processes and lead the customer service team.
• Ensure compliance with product regulations and manage technical services.

Skills

Strategic Thinking

Problem-Solving

Communication Skills

Team Leadership

Customer Service

Education

Bachelor’s degree in Engineering or Construction Management

Master’s degree

Certifications like APICS, CSCP

Tools

SAP

Job description

Job Type: Permanent, Exempt

Duration of role: Permanent

Position: 1

Reporting to: President, Tate Americas

Location: Jessup, MD

About Us

At Tate, we are passionate about everything we do. As an independent brand within Kingspan Group, a global company, Tate has been recognized worldwide as an industry leader in data center infrastructure and commercial raised access floors for over 60 years. With revenues over $420 million, we focus on innovative design engineering and collaborate with clients as a trusted partner.

Tate continues to grow, operating multiple manufacturing and commercial sites across the US, Europe, the Middle East, Asia, and Australia. We are building a dynamic, inclusive team dedicated to innovation and sustainability, minimizing our climate impact in line with our Planet Passionate strategy.

About The Role

The Customer Experience Leader oversees and enhances Tate’s customer experience processes. This role involves leading the customer service team, optimizing processes, technology, quality, and service levels, including technical services, warranty, and drafting outputs. The role requires executing a strategic plan to elevate customer experience across North America.

What You’ll Do

• Ensure staff are fully trained on SAP to support key business processes.
• Develop and implement standard training for all Customer Experience/Planning Teams.
• Ensure customer orders meet delivery requirements on time and in full.
• Motivate staff and maintain communication with plant personnel and customers.
• Coordinate with Sales, Marketing, and Operations on product and application information.
• Communicate with clients regarding product and technical issues.
• Lead technical service professionals, maintaining current regulations.
• Collaborate with Product Development and Production on product testing and certification.

Manage all drafting and technical services, ensuring accuracy and consistency of technical information.

Develop and execute strategic initiatives for growth in technical areas.

Additional Expectations

• Adhere to the Code of Conduct and Policies, including the Kingspan Group Compliance Policy.
• Ensure compliance with product regulations, laws, and market demands.
• Achieve compliance goals within the Compliance Management System.
• Report concerns related to compliance through appropriate channels.

What You’ll Bring

• Bachelor’s degree in engineering or construction management; Master’s degree and certifications like APICS, CSCP are a plus.
• At least 12 years in technical services, drafting, or customer service, with 5+ years leading teams of ten or more.
• Strong strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills to influence and collaborate.
• Action-oriented with a sense of urgency and results-driven.
• Experience leading diverse, cross-functional teams.

Employee Benefits

• Career advancement opportunities globally.
• Comprehensive health, dental, vision benefits, and wellness programs.
• Participation in sustainability initiatives and community involvement.
• Skills development through diverse roles and mentorship.
• Supportive, collaborative, and innovative team culture.

Tate is an equal-opportunity employer. We welcome applications from all backgrounds. Stay connected on LinkedIn to learn more about life at Tate.