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Customer Service Representative (Customer Focus Center) Job

DATE: Feb 2, 2021

LOCATION: Lancaster, Pennsylvania, US, 17603

Company: Armstrong World Industries

Job: Customer Service 

Primary location: LancasterPennsylvania 

Relocation offered: No 

Employment status: Full-Time 

Travel: No  

 

 

Location: Lancaster, PA. A great central location 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, great shopping, entertainment venues and restaurants.

 

As our Customer Service Representative, you will be 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.

 

Why should you join Armstrong World Industries?

 

Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,500 employees and a manufacturing network of twelve facilities.

 

At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.

 

For more than 150 years, we have 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.

 

We are committed to developing new and sustainable ceiling solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.

 

 

What does it mean to work at Armstrong?

 

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

 

 

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

  • 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.
  • A casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe. 
  • A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results. 

 

What you'll be doing:

  • Responding to, 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

 

What will make you successful: 

  • High School Diploma or equivalent
  • 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:

  • Previous customer service experience or training
  • CES or SAP experience
  • Experience working with wholesaler or retail customer base

 

 

Armstrong World Industries (AWI) is an equal opportunity, affirmative action employer and we value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

 

Accommodation statement: If you need a reasonable accommodation for any part of the employment process, please contact us by email at AWI talent acquisition and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

 

Come and build your future with us and apply today!


Nearest Major Market: Lancaster

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