Customer Service Representative

Armstrong World Industries•Lancaster, PA

26d•Onsite

About The Position

The Customer Service Representative is responsible for providing effective and timely sales support and customer services. These services include consultation and resolution support that span the entire order to cash process, ensuring a seamless and positive customer experience.

Requirements

High School Diploma or equivalent
Demonstrate superior verbal and written communication and customer service skills and commitment to consistently exceed the customer's expectations
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/ SAP experience

Responsibilities

Responds, answers, and handles customer inquiries via 877 number and 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