Samples Representative

Armstrong World Industries•Lancaster, PA

8d•Onsite

About The Position

Armstrong World Industries, Inc. has a job opportunity for a Customer Service Representative – Samples to be located in Lancaster, PA. The Customer Service Representative is responsible for providing effective and timely sales support and customer services. Customer services include consultation and resolution services that encompass the entire sample order process. The hours of this position will be 7:45 AM- 4:30 PM.

Requirements

High School Diploma or equivalent
Possess Proficiency in operation a PC with basic knowledge of Microsoft Office
Demonstrated strong organizational skills with strong propensity to multi-task
Demonstrated superior verbal and written communication or customer service skills
Commitment to consistently exceed the customer’s expectations

Nice To Haves

Previous customer service experience or training
CES or SAP experience

Responsibilities

Responding, answering, and handling customer and field sales inquiries related to samples
Responsible for entering sample orders for Ceilings, Grid and Walls
Obtains information for technical problem resolution related to samples, to satisfy our customers.
Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
Exercises strong listening skills and problem-solving skills relative to customer inquiries
Develops clear written responses
Demonstrates ability to learn, understand, and transfer knowledge
Transfers or escalates complex calls as appropriate
Understands individual and team metrics
Meets or exceeds call quality metrics
Follows Policies and Procedures
Follows through on customer issues until there is complete resolution and customer satisfaction
Identifies areas for process improvement
Ability to prioritize work
Ability to interact and obtain support or influence from other departments
Handles customer and field sales calls and emails related to sample orders
Administrative functions
General problem resolution