Customer Relations Regional Field Manager

About the Role

The Customer Relations (CR) Field Manager serves as the primary point of contact for day-to-day technical support for external customers, internal customers, and the sales force. This role is assigned a specific geographic region, which may include several states, multiple Regional Vice Presidents (RVPs), and sales managers representing the Engineered Floors Commercial Division.

Responsibilities

• Manage qualifying orders (typically 2,500 square yards or greater) and mock-up requests.
• Handle complaint intake, system entry, evaluation, inspections, and propose resolutions based on multiple factors.
• Respond to inquiries regarding best options, proper applications, floor preparation, sealers, adhesives, job site conditions, schedules, and dissimilar adhesives.
• Train new hires (RVPs, sales managers, and other department associates) and conduct field training/demos for proper installation techniques and maintenance best practices.
• Oversee field managers' claims and qualifying orders.
• Support the Marketing Department with photo shoots and onsite involvement.
• Evaluate new styles/products with designers, product development, manufacturing, and quality teams.
• Provide timely reporting to the Director of Customer Relations.
• Maintain good relationships with business partners such as Fuse Alliance and Starnet.
• Travel frequently, often on short notice, including overnight and weekend travel.
• For certain geographies, obtain and maintain a contractor’s license as dictated by business needs.
• Become familiar with higher-volume customers within the assigned geographic area, including those who may also be Residential Division customers.
• Perform other duties as assigned by the Director of Customer Relations.

Requirements

• High school diploma or equivalent (college preferred).
• State-awarded contractor’s licensing is preferred.
• Minimum of 2 years of experience in customer service, technical services, or quality assurance.
• Basic Microsoft computer skills.
• Excellent written and verbal communication skills for interacting with external customers, internal customers, flooring contractors, general contractors, sales teams, architects, and designers.
• Ability to multi-task and solve problems effectively.
• Team-oriented and highly flexible in dynamic scenarios.
• Physically able to travel, lift, and occasionally perform technical/hands-on tasks.
• Ability to determine color and/or shade differences.

Other Requirements

• Irregular or extended workdays may be required occasionally.
• Travel is mandatory, often with short notice.