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Customer Service Representative (eCommerce) Job

DATE: Mar 24, 2021

LOCATION: Remote, Remote, US

Company: Armstrong World Industries

Job: Customer Service 

Primary location: RemoteRemote 

Relocation offered: No 

Employment status: Full-Time 

Travel: 5%  

 

Location: Work from home position located anywhere inside the United States

 

As our eCommerce Customer Service Representative, you will be responsible for effective and timely sales support and customer service, including consultation and resolution services that encompass the entire order-to-cash process. Additionally, you will be supporting our recently launched first eCommerce site, Kanopi, which is a cutting-edge, end-to-end platform connecting facility managers, business owners and consumers with ceiling solutions.

 

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 inquiries
  • Handling customer requests through web-based chatroom
  • Entering customer orders on kanopibyarmstrong.com, as well as creating and clearing shipments and deliveries for ceilings, grid, and walls
  • Overseeing orders from entry until fulfillment through online ordering
  • Communicating to customers on lead and delivery times
  • Facilitating ceiling, grid, and wall claims, including research required for claims resolution
  • If necessary, appropriately escalating to management for approval
  • Obtaining information for technical problem resolution related to transportation, logistics and planning to satisfy our customers
  • Communicating and tracking customer feedback to Technical and Marketing Departments to improve overall customer experience
  • Assisting Sales Team in communicating quotes with customers interested in in purchasing our material  
  • Communicating with Distribution about fulfillment of Kanopi by Armstrong orders
  • Working in a team atmosphere and covering other teammates’ workload when they are out of the office 
  • Exercising strong listening skills and problem-solving skills relative to customer inquiries
  • Transferring or escalating complex calls as appropriate
  • Developing effective written responses
  • Learning SAP and how to find and utilize information within system
  • Following through on customer issues until there is complete resolution and customer satisfaction
  • Utilizing correct internal department resources to solve customer issues
  • Exercising decision-making capabilities to resolve customer issues resulting quickly and effectively in customer satisfaction

 

What will make you successful:

  • High School Diploma or equivalent
  • Proficiency with Windows-based software and Microsoft Office Suite
  • Excellent organizational skills with 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

 

Preferred Qualifications:

  • 1+ years of customer service experience, ideally in a call center or fielding incoming calls
  • CES/SAP experience

 

 

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!


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