Customer Experience & Countertop Design Specialist

Classic Rock Fabrication•Cranberry Township, PA

10d•$20 - $25•Hybrid

About The Position

Help Customers Bring Their Dream Spaces to Life. Do you enjoy helping people, building relationships, and guiding customers through exciting home projects? Classic Rock Fabrication is looking for a Partner Support / Design Center Specialist to deliver an exceptional customer experience from the initial quote through final installation. In this role, you'll be the connection between homeowners, dealer partners, designers, and our internal teams. Whether you're coordinating projects, assisting customers with selecting beautiful natural stone and quartz countertops, or ensuring installations stay on track, you'll play a key role in creating an experience that customers remember. If you're organized, customer-focused, and thrive in a fast-paced environment where no two days are the same, we'd love to meet you.

Requirements

High school diploma or equivalent required.
One to two years of experience in customer service, project coordination, design consultation, sales support, or a related field preferred.
Exceptional customer service skills with the ability to build strong relationships with homeowners, dealer partners, and internal teams.
Excellent verbal and written communication skills with a professional and positive demeanor.
Ability to confidently guide customers through product selections and provide consultative recommendations.
Strong organizational and time management skills with the ability to prioritize multiple projects and deadlines.
High attention to detail when managing project information, customer selections, scheduling, and documentation.
Proficiency with Microsoft Office and the ability to quickly learn company software and technology platforms.
Passion for natural stone, quartz, and interior design with the ability to help customers select products that fit their style and budget.
Ability to think critically, solve problems, and adapt to changing priorities in a fast-paced environment.
Must be available to work up to one evening per week and every other Saturday, as needed.
Commitment to upholding Classic Rock Fabrication's Core Values and delivering an exceptional customer experience.

Nice To Haves

Experience in the countertop, construction, home improvement, interior design, or building products industry is a plus.
Experience maintaining showroom displays, coordinating inventory, and supporting merchandising efforts is preferred.
Valid driver's license and reliable transportation preferred for occasional travel to dealer locations, customer sites, events, or other company facilities.

Responsibilities

Serve as the primary point of contact for dealer partners and homeowners throughout the countertop purchasing and installation process.
Build lasting relationships by providing exceptional customer service and proactive communication.
Process orders and maintain accurate project information from quote through installation.
Coordinate template, installation, service, and remake scheduling while keeping customers informed every step of the way.
Manage post-installation service requests and collaborate with internal departments to resolve concerns.
Update quotations and project information as customer selections or project requirements change.
Communicate project updates via phone and email with customers, dealer partners, and internal teams.
Partner with Accounting, Strategic Account Managers, and Operations to ensure smooth project completion.
Participate in dealer training, customer visits, and relationship-building initiatives.
Recommend process improvements that enhance the customer experience and operational efficiency.
Welcome homeowners into our Design Center and provide an outstanding showroom experience.
Guide customers through selecting natural stone, quartz, sinks, edge profiles, and other design elements.
Utilize consultative selling techniques to recommend products that fit each customer's style, needs, and budget.
Educate customers on countertop materials, products, services, and design options.
Facilitate SlabSmith appointments to help customers visualize their selections.
Manage Design Center appointments and maintain an organized scheduling calendar.
Maintain accurate documentation of selections, slab holds, and project details.
Update quotations based on final selections and communicate information to internal teams.
Keep showroom displays, samples, and merchandising clean, organized, and visually appealing.
Assist with inventory, material ordering, delivery coordination, and showroom maintenance as needed.
Participate in customer appreciation events and marketing initiatives.
Be available to work up to one evening per week and every other Saturday, as needed.
Uphold Classic Rock Fabrication's Core Values and support additional responsibilities as assigned.