Customer Service Representative

Customer Service Representative Job

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. These services include consultation and resolution support that span the entire order to cash process, ensuring a seamless and positive customer experience.

What's in it for you:
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 across our Architectural Specialties team and suppliers The chance to work with a collaborative and growing team

What you'll do:
Level I Essential Duties and 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 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

What will make you successful:
Demonstrates ability to work effectively in a team environment Ability to interact, collaborate and obtain support from other departments Demonstrates ability to prioritize the responsibility of their primary job and assigned projects and manage time effectively. Identifying areas for process improvement and…