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Customer Service Representative Job

DATE: Sep 30, 2021

LOCATION: Lancaster, Pennsylvania, United States, 17603

Company: Armstrong World Industries


Primary location: LancasterPennsylvania 

Relocation offered: No 

Employment status:  

Travel: 5%  

Pay grade: 4/5 



Location: This role can be 100% virtual and must be located in a Mountain or Pacific time zone to support evening hours and some weekends.  


Armstrong World Industries (AWI) has launched its first eCommerce site which is a cutting-edge, end-to-end platform that connects facility managers, business owners and consumers with ceiling solutions. We are building a team to own, manage and grow this platform as we work to transform the building products buying experience.


Our site can be found at:


As our Kanopi Customer Service Representative, you will be one of our go-to resources to ensure that our customers have a seamless shopping experience as we grow our business.  You will be responsible for supporting the day-to-day site customer support inquiries including phone calls, emails and chat, helping to guide customers on their shopping journey and close eCommerce sales opportunities. This role requires a combination of communication and service skills and provides a great opportunity to learn and evolve in the eCommerce space.


What you'll be doing:

  • Responding to, answering, and handling customer inquiries
  • Handling customer requests through web-based chatroom
  • Conducting follow ups on voice mails, abandoned carts and recording activities
  • Entering customer orders on, 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
  • Evening and weekend coverage will be required as well as supporting coverage during daytime hours for other teammates


What will make you successful:

  • High School Diploma or equivalent
  • Proficiency with Windows-based software and Microsoft Office Suite
  • Startup mindset – great sense of urgency to drive sales and a top-notch customer experience, taking initiative, identifying creative ways to better serve our customers
  • Laser focused on helping customers through their shopping journey and closing sales
  • Comfort with new businesses / unknowns - leading new approaches to servicing customers, helping to develop and evolve operational procedures in partnership with the Kanopi team
  • 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
  • Mountain or Pacific time zone is ideal


Desired Qualifications:

  • 1+ years of customer service experience, ideally in a call center or fielding incoming calls
  • CES/SAP experience, bachelor’s degree preferred
  • eCommerce and/or sales experience




Armstrong is committed to engaging a diverse, purpose-driven workforce.  As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at 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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