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Customer Service Manager Job

DATE: May 29, 2019

LOCATION: Lancaster, Pennsylvania, US, 17603

Company: Armstrong World Industries

Job: Customer Service
Primary Location: Lancaster, Pennsylvania
Relocation Offered: No 
Employment Status: Full-Time
Travel: 5%


Do you want to work for a company that gives you opportunities to grow in a collaborative environment? How about working for a manufacturer with a rich history and even brighter future? Armstrong World Industries began over 150 years ago as a small cork-cutting shop in Pittsburgh, PA. From that small business, we became the leader in ceiling, wall and suspension system solutions that contribute to better, more inspiring buildings that make a difference in the lives of people where they work, play, learn, heal and live. At Armstrong World Industries you'll have the opportunity to make the most of your potential. Come build your future with us!


AWI is currently seeking a Customer Service Manager to join our Customer Service team at our headquarters in Lancaster, PA. As Customer Service Manager, you will mainly be responsible for providing leadership, management, planning, and development to a component of the Customer Focus Center which serves the order to cash requirements for all product categories and channels.


As Customer Service Manager, you will also be providing the overall direction and process improvement initiatives to improve sales and customer service to all distribution channels.


Responsibilities of the Customer Service Manager:

  • Own hiring, training, development, and resource allocation process for specified area of responsibility, including approximately 10-20 employees
  • Oversee order entry process, including managing projects to grow self-service tools for customer base
  • Provide technical support on product selection, order confirmation, order status, material availability, shipments, deliveries, claims, and returns
  • Ensure each Customer Focus Representative is tooled for one call issue resolution
  • Manage and ensure legal compliance with U.S. and foreign government laws and regulations
  • Conduct sample inventory replenishment 200+ domestic samples and literature
  • Manage Carrier Tendering process, including ensuring carriers are tendered on each load and provide service level reporting for carrier corrective actions
  • Ensure call center timely preparedness for first call resolution
  • Manage vended relationship with Architectural Specialty standard product owners
  • Manage specialized needs of National Accounts, including Grainger, Interline, and Staples
  • Streamline customer service business processes to improve service with specific view toward an e-commerce and self-service environment
  • Develop systems, guidelines, and operational direction related to new business processes and products
  • Ensure department operations personnel have appropriate policies, procedures, and tools
  • Manage resources to ensure the department meets world class service levels
  • Manage expenses and costs within budget's levels


Required Qualifications and Education of the Customer Service Manager:

  • Bachelor's Degree in Business or a related field or 4+ years of management experience preferably in a customer service environment in lieu of degree
  • 1+ years of customer service management experience
  • 3+ years of proven customer service experience
  • Proficiency with Microsoft Office


Preferred Qualifications of the Customer Service Manager:

  • Previous process improvement experience


Why Armstrong World Industries?


Armstrong World Industries, Inc. (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions. At home, at work, in healthcare facilities, classrooms, stores, or restaurants, Armstrong World Industries offers interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces. We built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we’re here to serve – our customers, our shareholders, our communities and our employees.


Benefits Package

  • Standard benefit package offerings: Medical, dental, prescription drugs, life insurance
  • Long term disability coverage
  • Vacation and sick time
  • Product discount programs
  • 401k Match


About the Location (Lancaster, PA):

Located in South Central Pennsylvania, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, world class shopping, entertainment venues and restaurants.



Equal Opportunity Employer: AWI is an Equal Opportunity Employer M/F/Disabled/Veterans



Notice to Staffing Agencies, Placement Services, and Professional Recruiters


Armstrong World Industries, Inc. has an internal Staffing Department. Recruiters are hereby specifically directed NOT to contact AWI employees directly in an attempt to present candidates.


AWI will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AWI, including unsolicited resumes sent to AWI via mail, email or in any form and/or method, including to AWI's resume database will be considered AWI property.


AWI will not pay a fee to any Recruiter that does not have a signed AWI contract in place specific to the position for which the resume was submitted. Recruiting vendor agreements will only be valid if in writing and signed by AWI's Corporate Talent Acquisition Manager or his or her designee.

Nearest Major Market: Lancaster

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