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Customer Service Representative Job

DATE: Apr 18, 2021

LOCATION: Remote, Remote, US

Company: Armstrong World Industries

Job: Customer Service 

Primary location: Remote , Remote 

Relocation offered: No 

Employment status: Full-Time 

Travel: 5%  



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


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 no 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:

  • Respond to, answer, and handle customer Field Sales inquiries via 877 number
  • Enter customer orders, and create and clear shipments and deliveries 
  • Create positive customer experiences and to resolve any service issues
  • Oversee pricing extensions, pricing exceptions, and job pricing
  • Facilitate Ceiling, Grid, and Wall claims, including research required for claims resolution
  • Enhance customer satisfaction through obtaining information for technical problem resolution
  • Update ABP Customer Relationship Management System
  • Transfers or escalates complex calls when appropriate
  • Follow through on customer issues until there is complete resolution
  • Utilize correct internal department resources to solve customer issues
  • Collaborate with transportation, logistics, and planning teams to achieve customer satisfaction
  • Demonstrate proficiency for processing all types of Ceiling, Grid and Wall claims
  • Perform analysis and research for claims resolutions and forward escalation to management
  • Exercise decision-making capabilities to quickly and effectively resolve customer issues
  • Identifies areas for process improvement


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 verbal and written communication and customer service skills
  • Commitment to consistently exceed the customer’s expectations


Preferred Qualifications:

  • CES or SAP experience
  • Prior experience with phone-based customer service



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!

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