Customer Service Representative

Armstrong World Industries•Lancaster, PA

8d•Remote

About The Position

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 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. Effective and timely sales support and customer services. Customer services include consultation and resolution services that encompass the entire order to cash process.

Requirements

High School Diploma or equivalent. Customer Service experience and/or training preferred.
Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.
Demonstrates strong organizational skills with strong propensity to multi-task
Demonstrates superior verbal and written communication/customer service skills and a commitment to consistently exceed the customer's expectations

Nice To Haves

CES/SAP experience is helpful

Responsibilities

Responds, answers, and handles customer inquiries via 877 number
Responds/ answers and handles Field Sales inquiries
Responsible for entering customer orders, creating and clearing shipments and deliveries for Ceilings, Grid and Walls
Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases for both Ceilings and Grid.
Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution. If necessary, appropriate escalation to management for approval
Obtains information for technical problem resolution related to transportation, logistics and planning, to satisfy our customers.
Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
Each Customer Focus Representative is responsible for customers and Field Sales that have been assigned. Additionally, representatives are responsible to cover the entire service area during peak time periods
Exercises strong listening skills and problem-solving skills relative to customer inquiries
Demonstrates ability to learn, understand, and transfer knowledge
Transfers or escalates complex calls as appropriate
Develops effective written responses
Understands individual and team metrics
Meets or exceeds call quality metrics
Learn and follows Departmental Practices, Policies and Procedures
Learn SAP and how to find and utilize information within system
Follows through on customer issues until there is complete resolution and customer satisfaction
Utilize correct internal department resources to solve customer issues
Negotiate with transportation, logistics and planning teams to achieve customer satisfaction
Demonstrates proficiency for processing all types of Ceiling, Grid and Wall claims including analysis and research required for claims resolution and appropriate escalation to management for approval.
Responsible for completion and having a full understanding of technical problem resolutions related to transportation, logistics and planning to satisfy our customers.
Proactively offers support during peak times
Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
Understands and Interprets Policies and Procedures
Identifies areas for process improvement
Ability to prioritize work
Demonstrates expertise in departmental Practices, Policies and Procedures as well as system capabilities
Able to answer questions in all Customer Focus Center subject areas
Participates in Kaizen as a subject matter expert
Trains and acts as resource to team members
Initiates proactive communications and provides input to management for Policies and Procedure or system enhancement changes
Decision-making skills for appropriate situation
Suggest and implement process improvements
Ability to interact and obtain support or influence from other departments
Ability to prioritize time and multi-task for maximum efficiency
Have established credibility with sales, plants and vendors
Internal Departmental coach and expert across all Customer Focus subject areas
Understands how the CFC fits into the larger AWI Total Customer Experience
Offering alternatives to resolve problems
Facilitating communication between customer, ASMs, Account manager and other team members
Effectively and efficiently communicating daily with internal and external customers to create positive customer experiences and to resolve any service issue
Viewed as expert by sales, manufacturing and vendors
Handles customer and field sales calls related to the order to cash to process
Pricing activities
Research and process claims
General problem resolution