Armstrong World Industries · 17 hours ago
Customer Service Representative Job
Lancaster, PA
Full-time
Onsite
New Grad, Entry LevelArmstrong World Industries is a leader in the design and manufacture of innovative architectural applications. They are seeking a Customer Service Representative to provide effective sales support and customer services, handling inquiries and processing orders while ensuring customer satisfaction.
Building MaterialHome RenovationManufacturing
Responsibilities
Responds, answers, and handles customer inquiries via 877 number
Responds/ answers and handles Field Sales inquiries
Responsible for entering customer orders, creating and clearing shipments and deliveries for Ceilings, Grid and Walls
Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases for both Ceilings and Grid
Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution. If necessary, appropriate escalation to management for approval
Obtains information for technical problem resolution related to transportation, logistics and planning, to satisfy our customers
Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls
Each Customer Focus Representative is responsible for customers and Field Sales that have been assigned. Additionally, representatives are responsible to cover the entire service area during peak time periods
Exercises strong listening skills and problem-solving skills relative to customer inquiries
Demonstrates ability to learn, understand, and transfer knowledge
Transfers or escalates complex calls as appropriate
Develops effective written responses
Understands individual and team metrics
Meets or exceeds call quality metrics
Learn and follows Departmental Practices, Policies and Procedures
Learn SAP and how to find and utilize information within system
Follows through on customer issues until there is complete resolution and customer satisfaction
Utilize correct internal department resources to solve customer issues
Negotiate with transportation, logistics and planning teams to achieve customer satisfaction
Demonstrates proficiency for processing all types of Ceiling, Grid and Wall claims including analysis and research required for claims resolution and appropriate escalation to management for approval
Responsible for completion and having a full understanding of technical problem resolutions related to transportation, logistics and planning to satisfy our customers
Proactively offers support during peak times
Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
Understands and Interprets Policies and Procedures
Identifies areas for process improvement
Ability to prioritize work
Demonstrates expertise in departmental Practices, Policies and Procedures as well as system capabilities
Able to answer questions in all Customer Focus Center subject areas
Participates in Kaizen as a subject matter expert
Trains and acts as resource to team members
Initiates proactive communications and provides input to management for Policies and Procedure or system enhancement changes
Decision-making skills for appropriate situation
Suggest and implement process improvements
Ability to interact and obtain support or influence from other departments
Ability to prioritize time and multi-task for maximum efficiency
Have established credibility with sales, plants and vendors
Internal Departmental coach and expert across all Customer Focus subject areas
Understands how the CFC fits into the larger AWI Total Customer Experience
Offering alternatives to resolve problems
Facilitating communication between customer, ASMs, Account manager and other team members
Effectively and efficiently communicating daily with internal and external customers to create positive customer experiences and to resolve any service issue
Viewed as expert by sales, manufacturing and vendors
Qualification
Required
High School Diploma or equivalent
Customer Service experience and/or training preferred
Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint
Demonstrates strong organizational skills with strong propensity to multi-task
Demonstrates superior verbal and written communication/customer service skills and a commitment to consistently exceed the customer's expectations
Benefits
Medical
Dental
Prescription drug
Life insurance
401k match
Long-term disability coverage
Vacation and sick time
Product discount programs
Company
Armstrong World Industries
Armstrong World Industries is a producer of flooring products and ceiling systems.
Founded in 1860
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2020-04-01Acquired
2006-10-18IPO
Leadership Team
Victor Grizzle
Chief Executive Officer
Bonnie Elliott
Executive Assistant to the CEO & CFO
Recent News
2025-11-04
2025-10-29
Company data provided by crunchbase