Customer Service Rep Retail Job (Lancaster, PA, US, 17603)

 ​Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time 
Travel: No
Non-compete: No
Pay grade: 5

Location: Lancaster , Pennsylvania 

 

The estimated base salary range for this role is $45,000 - $50,000 per year.  
Individual pay is based upon location, skills and expertise, experience and other relevant factors (salary may be adjusted based on geographic location)

 

​What does it mean to work at Armstrong?

It means being immersed in a supportive culture that recognizes you as a key player in Armstrong's future. We are a large company with a local feel, where you will get to know and collaborate with leadership and your colleagues across the company.

By joining us, you'll have the opportunity to make the most of your potential. Alongside a competitive remuneration package, you will receive:

A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
Personal development to grow your career with us based on your strengths and interests.
A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results.  

Reporting to the Customer Service Supervisor of Retail, the Customer Service representative will be responsible for effective and timely sales support and customer services.  Customer services include consultation and resolution services that encompass the entire order to cash process.

 

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.

 

What you will do

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

 

What will make you successful

• High School Diploma or equivalent.  Customer Service experience and/or training preferred.     
• Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint. 
• Demonstrates strong organizational skills with strong propensity to multi-task
• Demonstrates superior verbal and written communication/customer service skills and a commitment to consistently exceed the customer's expectations

 

What will make you stand out

• SAP or CES Knowledge
• Salesforce experience
• Strong customer service skills

 

AWI is an Equal Opportunity Employer, and all qualified applicants receive consideration for positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

Armstrong World Industries, Inc. (AWI) is a global producer of ceiling systems. The Company owns and operates the Building Products (Ceilings) segment. The Company designs, manufactures and sells ceiling systems (primarily mineral fiber, fiberglass wool and metal) around the world. Its products are used in commercial and institutional buildings. Its geographical segments include Americas (including Canada); Europe, Middle East and Africa (including Russia) (EMEA), and Pacific Rim. As of December 31, 2016, it had 15 manufacturing plants in eight countries, including six plants located throughout the United States. Its Americas segment sells products for use in single and multi-family housing. It sells commercial products to building materials distributors re-selling its products to contractors, subcontractors' alliances, architect and design firms, and facility owners. Residential ceiling products are sold in the Americas primarily to wholesalers and retailers.