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Armstrong World Industries · 2 days ago

eCommerce Customer Solutions Specialist (Kanopi) Job

United States

Full-time

Remote

Mid Level

$50K/yr - $65K/yr

3+ years exp

Armstrong World Industries is a leader in the design and manufacture of innovative architectural applications. The eCommerce Customer Solutions Specialist will ensure a seamless digital experience for customers, handling inquiries and providing product expertise across various platforms.

Building MaterialHome RenovationManufacturing

Comp. & Benefits

Responsibilities

Respond to, answer, and handle customer inquiries on various AWI websites

Handle customer requests via live chat, phone, email, and form submissions

Conduct follow-ups on voicemails, abandoned carts, sample orders, and form submissions

Answer customer questions related to lead and delivery time updates

Develop in-depth knowledge of Ceilings, Suspension Systems, and Architectural Specialties products to support product questions, selling, and follow-up processes

Provide product expertise to customers and develop a reputation as a product expert

Validate product selections, quantities, etc. to give customers confidence

Create quotes, track deals and follow up to close the sales as applicable on our internal ecommerce platform and/or with external sales teams

Implement various tactics solving common customer concerns like cost, lead time, project timing, installation, etc

Communicate and track customer feedback to internal teams; web experience, digital marketing, communications, etc. to improve overall customer experience

Create & communicate quotes with customers interested in purchasing our material

Communicate with the internal fulfillment and operations team for updates on order tracking, damage claims, carrier issues, etc

Work in a team atmosphere and covers other teammates’ workload when they are out of the office

Exercise strong listening and critical thinking skills relative to customer inquiries

Solve and de-escalate complex situations as appropriate

Develop effective written responses to customer questions and inquiries

Learn and utilize digital systems including LiveChat, HubSpot, SalesForce, SAP, Talkdesk, and Shopify

Follow through on customer issues until there is complete resolution and customer satisfaction

Utilize correct internal department resources to solve customer issues, including guidance from the eCommerce Customer Solutions Specialists

Exercise decision-making capabilities to resolve customer issues resulting in quick and effective customer satisfaction

Qualification

ECommerce experienceCustomer service skillsSales closing skillsDigital systems knowledgeCommunication skillsProblem-solving skillsTeamworkOrganizational skillsCritical thinkingSelf-starter

Required

High School Diploma/GED required

3-5 years of inside sales and/or customer service experience, ideally in an eCommerce environment or call center, fielding incoming calls

Excellent organizational skills with a propensity to multi-task

Superior verbal and written communication/customer service skills, and a commitment to consistently exceed the customer's expectations

Ability to work effectively within a team framework but also be able to work independently

Ability to remain patient, even under pressure

Self-starter with an excellent work ethic

Startup mindset – a profound sense of urgency to drive sales and a top-notch customer experience, taking initiative, identifying creative ways to better serve our customers

Laser focused on helping customers through their shopping journey and closing sales

Preferred

Bachelor's Degree preferred

Benefits

A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.

Personal development to grow your career with us based on your strengths and interests.