Customer Service Representative Job
Armstrong World Industries, Rohrerstown, PA, United States
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).
Essential Duties and Responsibilities Level I Essential Duties and Responsibilities include the following. Other duties may be assigned.
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 satisfactionUnderstands 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
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 Education and/or Experience High School Diploma or equivalent. Customer Service experience and/or training preferred.
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. While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; sit and reach with hands and arms. The employee may occasionally lift and/or move up to 10 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
EEO Statement Armstrong is committed to engaging a diverse, purpose-driven workforce. As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
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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).
Essential Duties and Responsibilities Level I Essential Duties and Responsibilities include the following. Other duties may be assigned.
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 satisfactionUnderstands 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
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 Education and/or Experience High School Diploma or equivalent. Customer Service experience and/or training preferred.
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. While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; sit and reach with hands and arms. The employee may occasionally lift and/or move up to 10 pounds.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
EEO Statement Armstrong is committed to engaging a diverse, purpose-driven workforce. As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
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