Customer Experience Specialist

Job Description:

The Customer Experience Specialist is a key position that provides a superior standard of service to consumer/end-user prospects interested in Cambria Quartz designs, fabrication and installation. In addition, that superior standard of service spans across to all Cambria owned location relationships and the important business partners who represent Cambria in their own businesses.

This role is responsible for lead management, lead generation, qualification and development of opportunities through to final sale.

Essential Duties and Responsibilities:

• Availability for direct/end-user and business partner inbound phone calls, assisting with questions about Cambria product, design and buying process questions.
• Outbound calls focused on end-users requesting samples, information or appointments with goal to capture conversation highlights and make referrals.
• Ability to easily weave value propositions, build relationships and lead conversation and commitment to next steps.
• Capture inbound lead information into CRM platform. Use CRM as source of truth for data, activities and pipeline status.
• Manage consumer journey as own book of business. Follow lead progress from lead to opportunity through to sale.
• Understand capabilities within our CORE and Distribution markets as well as business partner capabilities and offerings.
• Work collaboratively and cross functionally with other departments to assist with projects and daily tasks, including market representatives, DC Managers.
• Work collaboratively, support and communicate well with business partners across the US and Canada.
• Identify areas to expand on lead generation and lead management to assist with continuously feeding pipeline.
• Address concerns and determine the best course of action to assist in resolution.
• Understand transactional partner ordering process and reporting to be able to follow-up and/or tie back activity/sale information.
• Understand manufacturing process, know product designs and assist customers in the process of product/design/material selection and guide them through purchase process.
• Complete special projects as assigned

Qualifications & Skills:

• Excellent interpersonal, written, verbal communication and active listening skills
• Ability to represent Cambria with knowledge, enthusiasm and sincerity over the phone
• Experience with relationship building and customer-focused talk tracks and activities
• Proficient sales, follow up skills and high level of independent motivation
• Ability to problem solve and manage through conflict
• Attention to detail and ability to adapt quickly and multitask
• Strong team player, proven self-starter and organization skills
• Ability to work flexible hours to include 7am-7pm M-F

Minimum Requirements:

Education: Associates degree, Bachelor's degree preferred; or commensurate experience

Experience: Minimum 2 years' experience in direct to consumer and/or business to business phone or in-person sales. Preferred experience in building industry, understanding of selling features and benefits.

Systems: Proficient in Microsoft Office, Salesforce, digital collaboration tools such as Slack and google share.

Managerial Responsibilities: None

Travel Requirements: Some travel to other Cambria locations may be required

Physical Requirements: This is an office position requiring phone and computer use

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

Offer of employment will be contingent upon the successful completion of background verification check, subject to applicable laws and regulations.

We are an equal opportunity employer.

Applicant Rights Under Federal Employment Law: FMLA, EEO, EPPA

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