Customer Service Representative Job

​Primary location: Lancaster, Pennsylvania 
Relocation offered: No 
Employment status: Full-Time 
Travel: No 
Non-compete: No 
Location: Lancaster, PA Headquarters

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. 
 

Effective and timely sales support and customer services.  Customer services include consultation and resolution services that encompass the entire order to cash process.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

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

Supervisory Responsibilities   - None                                                  

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience - High School Diploma or equivalent.  Customer Service experience and/or training preferred.  

Certificates, Licenses, Registrations

Competencies

Other Skills and Abilities

Other Qualifications

• Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.  CES/SAP experience is helpful
• 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

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel and talk or hear