Customer Service Representative

AWI•Lancaster, PA

47d•$50,000 - $65,000

About The Position

Armstrong World Industries (AWI) is seeking a Customer Service Representative to support our claims resolution process and deliver exceptional customer experiences. In this role, you’ll partner cross‑functionally with customers, internal teams, and outside plants to resolve product, shipping, and billing claims while continuously improving processes and accuracy.

Requirements

High School Diploma or equivalent
Strong customer service and communication skills
Detail-oriented with the ability to accurately review, analyze, and document information
Basic math skills, including the ability to work with invoices, quantities, and pricing-related data
Proven organizational and multitasking abilities
Ability to take initiative, adapt to change, and remain accountable
Basic proficiency in Microsoft Office and general PC use
Strong decision-making skills and the ability to resolve customer issues efficiently and fairly
Excellent listening, problem-solving, and written communication skills
The ability to prioritize work, manage time effectively, and balance daily responsibilities with special projects
Comfort collaborating across departments and engaging with stakeholders at all levels
A proactive mindset with a passion for continuous improvement and customer satisfaction

Nice To Haves

Previous customer service experience or formal customer service training
Experience with CES and/or SAP systems
Confidence navigating complex claims scenarios and tough conversations
Interest in becoming a go-to expert and trusted partner across the business

Responsibilities

Facilitate the end-to-end claims resolution process related to product defects, shipping, and billing
Research, analyze, and resolve all claim types, escalating as needed and maintaining proper documentation and audit trails
Partner with internal teams and external plants to gather information for technical issue resolution
Support initiatives to improve invoice accuracy and overall process efficiency
Follow through on customer issues to ensure complete resolution and satisfaction
Serve as a subject matter expert in claims resolution, policies, procedures, and system capabilities
Maintain and develop a SharePoint site to capture and document processes
Coach and train customers and internal users, including sales representatives, customer service teams, and plant quality personnel
Identify and participate in process improvement initiatives and new business process setup
Communicate clearly and professionally during complex or challenging conversations
Actively demonstrate commitment to a safe workplace