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Customer Service Representative (Customer Focus Center) Job

DATE: Mar 14, 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: No


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!


Armstrong World Industries, Inc. has a job opportunity for a Customer Service Representative to be located in Lancaster, PA. The Customer Service Representative is responsible for providing effective and timely sales support and customer services. These services include consultation and resolution services that encompass the entire order to cash process. 


Key Responsibilities of the Customer Service Representative:

  • Responding, answering, and handling customer and field sales inquiries relative to product defect, shipping and billing claims for ABP.
  • Entering customer claims for credit, for Ceilings, Grid, Architectural Specialties and Walls
  • Pricing extensions, pricing exceptions and job pricing, including new and updates required for price increases for both Ceilings and Grid
  • Facilitating Ceiling, Grid and Wall claims, including research required for claims resolution 
  • Obtaining information for technical problem resolution related to transportation, logistics and planning
  • Updating to the ABP Customer Relationship Management System, related to Field Sales support calls
  • Exercising decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
  • Developing clear written responses or transferring complex calls as appropriate
  • Following, understanding and interpreting Policies and Procedures
  • Following through on customer issues until there is complete resolution and customer satisfaction
  • Negotiating with transportation, logistics and planning teams to achieve customer satisfaction
  • Demonstrating 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
  • Identifying areas for process improvement and participating in Kaizen as a subject matter expert
  • Demonstrating expertise in Policies and Procedures as well as system capabilities and is able to answer questions in all Customer Focus Center subject areas
  • Coaching and training team members and field sales reps on claims processes.



Required Qualifications of the Customer Service Representative: 

·         High School Diploma or equivalent

·         Possess Proficiency in operating a PC with basic knowledge of Microsoft Office

·         Demonstrated strong organizational skills with strong propensity to multi-task

·         Demonstrated supervisor verbal and written communication or customer service skills

·         Commitment to consistently exceed the customer’s expectations


Preferred Qualifications of the Customer Service Representative:

·         Previous customer service experience or training

·         CES or SAP 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 an AWI mailing address, fax machine or email address, directly to AWI employees, or to AWI's resume database will be considered AWI property. AWI will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. AWI will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees.


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. No other AWI employee is authorized to bind AWI to any agreement regarding the placement of candidates by Recruiters. By submitting a candidate to AWI, recruiters agree to be bound and comply with this policy.

Nearest Major Market: Lancaster

Job Segment: Customer Service Representative, ERP, Field Sales, SAP, Customer Service, Technology, Sales