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Samples Representative Job

DATE: Nov 20, 2021

LOCATION: Lancaster, Pennsylvania, United States, 17603

Company: Armstrong World Industries

​Primary location: LancasterPennsylvania 
Relocation offered: No 
Employment status: Full-Time 
Travel: 5% 
Non-compete: No 

​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. 



Armstrong World Industries, Inc. has a job opportunity for a Customer Service Representative – Samples to be located in Lancaster, PA. The Customer Service Representative is responsible for providing effective and timely sales support and customer services.  Customer services include consultation and resolution services that encompass the entire sample order process. The hours of this position will be 7:45 AM- 4:30 PM.


What you'll be doing:

  • Responding, answering, and handling customer and field sales inquiries related to samples
  • Responsible for entering sample orders for Ceilings, Grid and Walls 
  • Obtains information for technical problem resolution related to samples, to satisfy our customers.
  • Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
  • Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
  • Exercises strong listening skills and problem-solving skills relative to customer inquiries 
  • Develops clear written responses
  • Demonstrates ability to learn, understand, and transfer knowledge
  • Transfers or escalates complex calls as appropriate
  • Understands individual and team metrics
  • Meets or exceeds call quality metrics
  • Follows Policies and Procedures
  • Follows through on customer issues until there is complete resolution and customer satisfaction
  • Identifies areas for process improvement
  • Ability to prioritize work
  • Ability to interact and obtain support or influence from other departments



What will make you successful: 

  • High School Diploma or equivalent
  • Possess Proficiency in operation a PC with basic knowledge of Microsoft Office
  • Demonstrated strong organizational skills with strong propensity to multi-task
  • Demonstrated superior 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


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.


Our Sustainability Ambition

"Bringing our Purpose to Life" - lead a transformation in the design and building of spaces fit for today and tomorrow.
We are committed to:

  • Engaging a diverse, purpose-driven workforce;
  • Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
  • Pursuing sustainable, innovative solutions for spaces where we live, work, learn heal and play;
  • Being a catalyst for change with all of our stakeholders; and
  • Making a positive difference in the environments and communities we impact.



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.


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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