Customer Service Representative Job

​Primary location: Lancaster, Pennsylvania
Relocation offered: No 
Employment status: Full-Time
Travel: No 
Non-compete: No 
Pay grade: 4/5/6 

 

In our Customer Service role, you will deliver timely, high-quality sales support and customer service by guiding customers through the full order-to-cash process—from consultation to issue resolution—ensuring a seamless and positive experience.

What’s in it for you!

• Join an Award-Winning Team: Be part of a business recognized for excellence and innovation.
• Thriving Team Environment: Enjoy a workplace filled with camaraderie and a supportive team spirit.
• Customer Service Champion: Play a pivotal role in our customer service team, making a real impact every day.
• Build Meaningful Connections: Forge relationships across various departments, including sales, marketing, CAD, and more.
• Flexible Work Options: After two years, enjoy the flexibility of a hybrid work model.

Essential Duties and Responsibilities include the following:

Level I Essential Duties and Responsibilities

• 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 satisfaction
• Understands 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