Customer Service Representative Job

Armstrong World Industries - Corporate • Lancaster, PA • 1d ago

Primary location:Lancaster,PennsylvaniaRelocation offered:NoEmployment status:Full-TimeTravel:NoNon-compete:NoPay grade:4/5/6

In our Customer Service role, you will deliver timely, high-quality sales support and customer service by guiding customers through the full order-to-cash process-from consultation to issue resolution-ensuring a seamless and positive experience.

What's in it for you!

Join an Award-Winning Team: Be part of a business recognized for excellence and innovation.

Thriving Team Environment: Enjoy a workplace filled with camaraderie and a supportive team spirit.

Customer Service Champion: Play a pivotal role in our customer service team, making a real impact every day.

Build Meaningful Connections: Forge relationships across various departments, including sales, marketing, CAD, and more.

Flexible Work Options: After two years, enjoy the flexibility of a hybrid work model.

Essential Duties and Responsibilities

include the following:

Level I Essential Duties and 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

Level II Essential Duties and Responsibilities

(include all duties in Level I)

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

Level III Essential Duties and Responsibilities

(include all duties in Levels I & II)

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

LEVEL IV Essential Duties and Responsibilities (include all duties in Level I, II &III)

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

Value Added Activities (% Time Spent)

60% Handles customer and field sales calls related to the order to cash to process

20% Pricing activities

10% Research and process claims

10% General problem resolution

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