Job Description:
Cambria is looking for an enthusiastic and seasoned Regional Product Representative (non-sales) to deliver outstanding service to end consumers and business partners. This role is crucial for addressing and resolving customer claims effectively. The ideal candidate will be an adept problem-solver with a strong understanding of claims processing and product functionality. They will also possess exceptional communication skills, critical thinking abilities, and meticulous attention to detail to ensure an excellent experience for all stakeholders. The successful candidate will be expected to develop extensive knowledge of Cambria's products and services, enabling them to identify, mitigate, and manage product claims efficiently.
Essential Duties & Responsibilities
Respond to customer inquiries and complaints regarding product quality, functionality, or performance
Determine the validity of claims based on product specifications, warranty terms, and company policies
Maintain clear, consistent communication with customers, business partners, and other stakeholders regarding product claims and their resolutions
Collaborate with business partners to resolve customer concerns by providing solutions such as replacements, repairs, or credits, in accordance with Cambria’s policies
Analyze and report market trends on product and business partner performance to improve quality and services
Develop and implement solutions for identified opportunities through communication with installation partners
Support the sales team by onboarding new business partners on Cambria products, services, systems, and available resources
Collaborate, communicate, and coach Field Service Technicians (FSTs) through challenging and dynamic customer claims
Participate in Cambria Industry Events to educate and share best practices, supporting business partners
Travel within the sales region when requested by the Sales team to participate in and support business partner meetings
Participate and present at quarterly business meetings and market events
Perform other duties as assigned by management
Qualifications & Skills
Exceptional customer service, communication, and interpersonal skills
Proven ability to actively listen to customer concerns and ask clarifying questions
Strong analytical and problem-solving abilities to investigate, diagnose, and resolve product issues
Demonstrated aptitude to investigate complaints for facts and recommend timely resolutions
Superior interpersonal, verbal, and written communication skills
Established customer relationship and conflict resolution skills
Capacity to develop and maintain strong working relationships with internal and external parties
Meticulous attention to detail, critical thinking and problem solving skills to provide solutions to customers and business partners
Ability to identify and prioritize actions with a sense of urgency
Sales acumen to cultivate robust relationships with internal teams and external partners
Technical aptitude with project management skills
Previous experience in service roles, construction, and/or manufacturing is advantageous
Accurate color perception required
Education: Bachelor’s degree or prior field related experience
Experience: 1-3 years account and/or claims management experience
Systems: Google Suites, Oracle, Salesforce or comparable CRM, ability to read technical drawings/documents is a plus
Additional Requirements
Managerial Requirements: Responsible for managing Field Service Technician(s) assigned to the region.
Physical Requirements: Office requiring phone and computer use. Must be able to lift 50 pounds of Cambria samples and other materials
Travel Requirements: Up to 15% regional travel, after initial onboarding travel to various markets for training
Cambria’s starting salary range for this position is $71,000 - $96,000 . Salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target for new hires for…