eCommerce Customer Service Representative (Kanopi) Job

​Primary location: Lancaster, Pennsylvania 
Relocation offered: No 
Employment status: Full-Time 
Travel: 5% 
Non-compete: No 
Location: Work from home position located in Lancaster, Pennsylvania 

The estimated base salary range for this role is $42,000 - $55,000 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. 
 

What you'll be doing:

• Responding to, answering, and handling customer inquiries via email, CRM or phone from the Kanopi Sales Team.
• Entering customer orders, as well as creating and clearing shipments and deliveries for ceilings, grid, and walls
• Overseeing orders from SAP entry until fulfillment through online ordering
• Communicating to Kanopi Sales Team delivery times and order updates as necessary
• Facilitating ceiling, grid, and wall claims, including research required for claims resolution
• If necessary, appropriately escalating to management for approval
• Obtaining information for technical problem resolution related to transportation, logistics and planning to satisfy our customers
• Communicating and tracking customer feedback to Technical and Marketing Departments to improve overall customer experience
• Communicating with Distribution Partners about fulfillment of Kanopi by Armstrong orders
• Working in a team atmosphere and covering other teammates’ workload when they are out of the office 
• Exercising strong listening skills and problem-solving skills relative to customer inquiries
• Developing effective written responses
• Demonstrates ability to learn, understand, and transfer knowledge
• Learning SAP and how to find and utilize information within system
• Following through on customer issues with the Kanopi Sales Team until there is complete resolution and customer satisfaction
• Utilizing correct internal department resources to solve customer issues
• Exercising decision-making capabilities to resolve customer issues resulting quickly and effectively in customer satisfaction
• Participating in weekly stand up Kanopi meetings along with Team meetings

 

What will make you successful:

• Startup mindset – great sense of urgency to drive sales and a top-notch customer experience, taking initiative, identifying creative ways to better serve our customers
• Comfort with new businesses / unknowns - leading new approaches to servicing customers, helping to develop and evolve operational procedures in partnership with the Kanopi team
• Excellent organizational skills with propensity to multi-task
• Superior verbal and written communication/customer service skills, and a commitment to consistently exceed the customer's expectations
• Ability to work effectively within a team framework but also be able to work independently
• Ability to remain patient, even under pressure
• Self-starter with an excellent work ethic

 

Required Qualifications:

• High School Diploma or equivalent
• 1+ years of customer service experience, ideally in a call center
• Proficiency with Windows-based software and Microsoft Office Suite and Hubspot

 

Preferred Qualifications:

• CES/SAP experience, bachelor’s degree
• eCommerce experience

 

Why should you join Armstrong World Industries?

Armstrong World Industries (AWI) is a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,800 employees and a manufacturing network of fifteen facilities in North America.

 

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