Customer Service Representative Job

​Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time 
Travel: No
Non-compete: No
Pay grade: 5/6/7

Location:  Lancaster , Pennsylvania 

The estimated base salary range for this role is $50,000 - $65,000 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.  

Armstrong World Industries (AWI) is seeking a Customer Service Representative to support our claims resolution process and deliver exceptional customer experiences. In this role, you’ll partner cross‑functionally with customers, internal teams, and outside plants to resolve product, shipping, and billing claims while continuously improving processes and accuracy.

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 quality, sales, logistics, and operations
• The chance to be recognized as a subject matter expert and resource for leadership

What You’ll Do

• Facilitate the end-to-end claims resolution process related to product defects, shipping, and billing
• Research, analyze, and resolve all claim types, escalating as needed and maintaining proper documentation and audit trails
• Partner with internal teams and external plants to gather information for technical issue resolution
• Support initiatives to improve invoice accuracy and overall process efficiency
• Follow through on customer issues to ensure complete resolution and satisfaction
• Serve as a subject matter expert in claims resolution, policies, procedures, and system capabilities
• Maintain and develop a SharePoint site to capture and document processes
• Coach and train customers and internal users, including sales representatives, customer service teams, and plant quality personnel
• Identify and participate in process improvement initiatives and new business process setup
• Communicate clearly and professionally during complex or challenging conversations
• Actively demonstrate commitment to a safe workplace

What Will Make You Successful

• Strong decision-making skills and the ability to resolve customer issues efficiently and fairly
• Excellent listening, problem-solving, and written communication skills
• The ability to prioritize work, manage time effectively, and balance daily responsibilities with special projects
• Comfort collaborating across departments and engaging with stakeholders at all levels
• A proactive mindset with a passion for continuous improvement and customer satisfaction

Qualifications

• High School Diploma or equivalent
• Strong customer service and communication skills
• Detail-oriented with the ability to accurately review, analyze, and document information
• Basic math skills, including the ability to work with invoices, quantities, and pricing-related data
• Proven organizational and multitasking abilities
• Ability to take initiative, adapt to change, and remain accountable
• Basic proficiency in Microsoft Office and general PC use

What Makes You Stand Out

• Previous customer service experience or formal customer service training
• Experience with CES and/or SAP systems
• Confidence navigating complex claims scenarios and tough conversations
• Interest in becoming a go-to expert and trusted partner across the business

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