Customer Service Representative

AWI • Lancaster, PA

26d • Onsite

About The Position

Armstrong World Industries, Inc. has a job opportunity for a Customer Service Representative, to be located in Lancaster, PA. The Customer Service Representative is responsible for providing effective and timely sales support and customer services, with primary focus on the third party order process. This position will align with the commercial customer service representatives providing cross-functional support. These services include consultation and resolution services that encompass the entire order to cash process. The hours for this position will be 7:45 AM-4:30 PM.

Requirements

• High School Diploma or equivalent
• Commitment to consistently exceed the customer’s expectations
• Demonstrate superior verbal and written communication and customer service skills
• Demonstrate strong organizational and multi-tasking skills
• Ability to be proactive, take initiative, be accountable and possess a strong propensity towards change and process improvement
• Possess Proficiency in operating a PC with basic knowledge of Microsoft Office

Nice To Haves

• Previous customer service experience or training
• CES or SAP experience

Responsibilities

• Facilitates the third party order process, working closely with all Customer Service Representatives, customers and outside plants
• Timely and accurate distribution of PO’s and shipping documents to appropriate plant locations to effectively communicate clear expectations and order requirements
• Collaborates with other departments and outside plants to ensure the smooth execution of the third party order process and on time delivery
• Coaching and training team members on the third party order processes.
• Negotiating with transportation, logistics and planning teams to achieve customer satisfaction
• Obtains information for technical problem resolution related to transportation, logistics and planning
• Provide cross-functional support for commercial CFC and BPO Partners
• Support the initiative to improve invoice accuracy
• Following through on customer issues until there is complete resolution and customer satisfaction
• Develops clear written responses or transferring complex calls as appropriate
• Ownership of SharePoint site, develop and maintain site for capturing process documentation
• Responsible for entering claim for credit requests as they occur, including research required for claims resolution
• Updating to the ABP Customer Relationship Management System, related to Field Sales support calls

Benefits

• The opportunity to support a highly visible and impactful customer service function
• A role where your judgment and problem-solving skills directly influence customer satisfaction
• Collaboration with cross-functional partners
• The chance to be recognized as a subject matter expert and resource for leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED