Regional Product Representative

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 the position. Individual pay is determined by several factors, including work location, job-related experience, and relevant education and/or training.

Cambria offers a competitive benefits package that encompasses Health and Dental Insurance, Paid Time Off, 7 paid Holidays , 401(k) plus matching, Discretionary Profit Sharing, Flexible Spending Account; Life, Supplemental Life, and Disability Insurance; Referral Program, Tuition Reimbursement, Employee Assistance Program, Employee Discount and Professional Development Assistance.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.