Coaching, Communication Skills, Cross-Functional, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Documentation, Establish Priorities, Field Sales, High School Diploma, Leadership, Microsoft Office, Microsoft SharePoint, Multitasking, Negotiation Skills, On Site Support, Order to Cash, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Resolve Customer Issues, Sales Support, Shipping Documents, Team Player, Time Management, Transportation and Logistics
Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time
Travel: No
Non-compete: No
Pay grade: 5/6/7
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
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, with primary focus on the third party order process. This position will align with the commercial customer service representatives providing cross-functional support. These services include consultation and resolution services that encompass the entire order to cash process. The hours for this position will be 7:45 AM-4:30 PM.
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
- The chance to be recognized as a subject matter expert and resource for leadership
What you’ll do:
- Facilitates the third party order process, working closely with all Customer Service Representatives, customers and outside plants
- Timely and accurate distribution of PO’s and shipping documents to appropriate plant locations to effectively communicate clear expectations and order requirements
- Collaborates with other departments and outside plants to ensure the smooth execution of the third party order process and on time delivery
- Coaching and training team members on the third party order processes.
- Negotiating with transportation, logistics and planning teams to achieve customer satisfaction
- Obtains information for technical problem resolution related to transportation, logistics and planning
- Provide cross-functional support for commercial CFC and BPO Partners
- Support the initiative to improve invoice accuracy
- Following through on customer issues until there is complete resolution and customer satisfaction
- Develops clear written responses or transferring complex calls as appropriate
- Ownership of SharePoint site, develop and maintain site for capturing process documentation
- Responsible for entering claim for credit requests as they occur, including research required for claims resolution
- Updating to the ABP Customer Relationship Management System, related to Field Sales support calls
What will make you successful:
- Demonstrates ability to work effectively in a team environment
- Ability to interact, collaborate and obtain support from other departments
- Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
- Following, understanding and interpreting Policies and Procedures
- Demonstrates ability to prioritize the responsibility of their primary job and assigned projects and manage time effectively.
- Identifying areas for process improvement and participating in Kaizen as a subject matter expert
- Exercises strong listening and problem solving skills
- Demonstrates ability to learn, understand and transfer knowledge
Qualifications:
- High School Diploma or equivalent
- Commitment to consistently exceed the customer’s expectations
- Demonstrate superior verbal and written communication and customer service skills
- Demonstrate strong organizational and multi-tasking skills
- Ability to be proactive, take initiative, be accountable and possess a strong propensity towards change and process improvement
- Possess Proficiency in operating a PC with basic knowledge of Microsoft Office
What makes you stand out:
- Previous customer service experience or training
- CES or SAP experience
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