Customer Service Representative (AXIOM) Job

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

The estimated base salary range for this role is “x to X” per year.  
Individual pay is based upon location, skills and expertise, experience and other relevant factors

​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 casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe. 
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 looking to hire a Customer Service Representative to work on our CFC team located on our Lancaster, PA campus. This role will provide effective and timely sales support and customer services dedicated to our AXIOM product line. Customer services include consultation and resolution services that encompass the entire order to cash process.

 

What you'll be doing:

• 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 Axiom/Grid
  • Includes reading/interpreting CAD drawing packages, Bills of Materials and customer PO’s for overall accuracy.
• Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases for both Ceilings and Grid.
• Collaborate to manage group and individual email folders while appropriately managing priority requests.
• Collaborate with planner/plant personnel for effective order management. This includes internal and external order, mock up and sample requests.
• Collaborate with CAD team members to ensure accuracy of associated project documentation for accurate order entry and pricing.
• Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution. If necessary, appropriate escalation to management for approval
  • Appropriately escalating customer concerns to quickly rule out root causes, and implement corrective action
• Obtains information for problem resolution related to transportation, logistics and planning, to satisfy our customers.
• 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 execute item set up in necessary systems
• Learn and follows Departmental Practices, Policies and Procedures
• Learn SAP and Navision and understand how to find and utilize information within systems
• Follows through on customer issues until there is complete resolution and customer satisfaction
• Utilize correct internal department resources to solve customer issues

 

What will make you successful:

• High School Diploma or equivalent.
• Customer Service experience and/or training preferred.

 

Desired Qualifications:

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

 

 

 

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