The Countertop Claims Manager is a problem-solver who oversees the identification, investigation, and resolution of issues related to customer claims. The Countertop Claims Manager acts as a liaison between customers and fabricators, ensuring an impartial and efficient resolution to consumer concerns. This role requires a deep understanding of both claims handling, product functionality and communication to ensure a smooth experience for customers and business partners.
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. Work with fabricator business partners to resolve customer concerns by providing solutions like replacements, repairs, or credits based on Cambria's policies.
Develop and implement solutions to fix identified issues through communication with fabrication business partners.
Collaborate, train and mentor fabricator business partners to ensure a consistent approach in handling, fabricating and installing Cambria products.
Ability to translate technical information into actionable insights for customers and business partners.
Provide effective leadership and guidance to a team of Field Service Technicians (FST). Collaborate, communicate and coach FST's through challenging and dynamic customer claims.
Qualifications & Skills:
Excellent customer service skills with strong communication and interpersonal abilities
Ability to actively listen to customer concerns and ask clarifying questions
Strong analytical and problem-solving skills to investigate and diagnose product issues
Aptitude to investigate complaints for facts and recommend resolutions in a timely manner
Exceptional interpersonal, verbal, and written communication skills
Proven customer relationship and conflict resolution skills
Ability to develop and maintain strong working relationships with internal and external parties
Strong attention to detail and accuracy in data entry and record keeping
Minimum Requirements:
Education: Bachelor's degree or prior field related experience
Experience: 1-3 years account and/or claims management experience
Systems: Google Suites, Salesforce, Oracle, ability to read technical drawings/documents is a plus
Additional Requirements:
Managerial Requirements: Responsible for managing Field Service Technicians assigned to the region
Physical Requirements: This is an office and travel position requiring phone and computer use. Must be able to lift 50 pounds of Cambria samples and other materials
Travel Requirements: Local and overnight travel is required
The US base salary range for this position is $60,000-$85,000. Our 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 across all US locations. Within the range, individual pay is determined by several factors, including work location, job-related experience, and relevant education 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.
CambriaCares is our commitment to Philanthropy, Our People, and The Planet. Care is an integral part of what goes into Cambria products-and care is the driving force behind our commitment to creating opportunities that drive impact both inside and outside our walls. With a focus on three areas-philanthropy, our people, and the planet-we're doing just that.
For additional company information, please visit www.CambriaUSA.com
We are an equal opportunity employer.
Applicant Rights Under Federal Employment Law: FMLA, EEO, EPPA