Architectural Specialties Project Coordinator

Armstrong World Industries•Lancaster, PA

19h•Onsite

About The Position

Reporting to the Architectural Specialties, Project Coordination Supervisor, this role is an integral part of the team that interfaces with customers and the sales team to actualize orders for premium and custom Architectural Specialties solutions. This role involves developing cross-functional relationships, shaping customer experiences, and working within a collaborative team environment.

Requirements

Superior verbal and written communication/customer service skills.
A commitment to consistently exceed the customer's expectations.
The ability to learn, understand, and transfer knowledge relative to entire AS product line.
Excellent listening skills and problem-solving skills relative to customer inquiries.
Strong math skills.
The ability to prioritize your workload and perform multiple tasks at once is key.
The ability to maintain a positive attitude and work effectively within a team environment.
The ability to be proactive, take initiative, be accountable, and possess a strong propensity towards change and process improvement.
Ability to adjust schedule to meet business needs.
Strong computer skills with proficiency in Microsoft Office (Excel, Word, PowerPoint), Adobe Reader and Outlook
High school diploma/GED
At least 2 years of administrative or customer service experience; call center experience preferred.
SAP experience preferred.

Responsibilities

Review incoming orders for completeness and accuracy; ensure that orders have corresponding quotations and validate pricing.
Utilize SAP system to manually create sales orders.
Utilize Salesforce system to process Quote to Order orders.
Utilize Salesforce system to update order status that is linked to the Domino tracker.
Provide excellent communication to customers related to their order status from order receipt to order shipment.
Develop an understanding of customers’ needs and take actions to ensure that such needs are met.
Create positive customer experience with internal and external customers during entire order life cycle, which may include order revisions, special delivery requirements, expediting requests, and other adhoc requests.
Ability to identify and offer alternatives to resolve problems.
Facilitate claims process by utilizing Salesforce to document complaints (billing errors, product defect, shipping damage, etc); route subsequent tasks to appropriate owners; follow up until final case resolution which may include processing credits and debits in SAP.
Utilize Newforma project management software to maintain accurate project status.
Become knowledgeable with Architectural Specialties Products and supplier capabilities to ensure customer orders are fulfilled either as requested or that alternatives are presented.
Develop strong relationships with internal and external customers.
Support submittals sample process as needed.
Identify and participate in process improvement activities.
Support IT projects related to order processing and acquisition integrations.
Ability to work in a team environment, cross train and provide coverage as needed.