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Regional Claims Manager

2 months ago

Lewisville, Texas, United States Cambria Full time
Job Summary

Cambria is seeking a skilled Regional Claims Manager to oversee the identification, investigation, and resolution of customer claims related to our countertop products. As a key member of our team, you will act as a liaison between customers and fabricators, ensuring an impartial and efficient resolution to consumer concerns.

Key Responsibilities
  • Customer Inquiries and Complaints: Respond to customer inquiries and complaints regarding product quality, functionality, or performance.
  • Claims Validation: Determine the validity of claims based on product specifications, warranty terms, and company policies.
  • Communication and Collaboration: 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.
  • Solution Development and Implementation: Develop and implement solutions to fix identified issues through communication with fabrication business partners.
  • Training and Mentorship: Collaborate, train, and mentor fabricator business partners to ensure a consistent approach in handling, fabricating, and installing Cambria products.
  • Technical Translation: Ability to translate technical information into actionable insights for customers and business partners.
  • Leadership and Guidance: 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.
Requirements and Qualifications
  • Customer Service Skills: Excellent customer service skills with strong communication and interpersonal abilities.
  • Active Listening: Ability to actively listen to customer concerns and ask clarifying questions.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills to investigate and diagnose product issues.
  • Investigation and Resolution: Aptitude to investigate complaints for facts and recommend resolutions in a timely manner.
  • Interpersonal and Communication Skills: Exceptional interpersonal, verbal, and written communication skills.
  • Customer Relationship and Conflict Resolution Skills: Proven customer relationship and conflict resolution skills.
  • Relationship Building: Ability to develop and maintain strong working relationships with internal and external parties.
  • Attention to Detail: Strong attention to detail and accuracy in data entry and record keeping.
Education and Experience

Bachelor's degree or prior field-related experience. 1-3 years account and/or claims management experience.

Systems and Requirements

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.