Customer Service Rep (Retail) 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 “$40,000 to 48,000” 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. 
​

 

 

Reporting to the Customer Service Supervisor, Retail the Customer Service representative will be responsible for effective and timely sales support and customer services.  Customer services include consultation and resolution services that encompass the entire order to cash process

 

What’s in it for you!

• Cultivate impactful relationships across the business, expanding your network and influence.
• Discover diverse career pathways within Armstrong, unlocking new opportunities for growth.
• Push your limits with engaging new customers and dynamic call challenges.

 

What You’ll Be Doing

 

• Handle customer and Field Sales inquiries via 877 number, ensuring prompt and effective responses.
• Manage customer orders, shipments, deliveries, and claims for Ceilings, Grid, and Walls, including pricing adjustments and exceptions.
• Resolve technical issues related to transportation, logistics, and planning, leveraging internal resources as needed.
• Maintain and update the ABP Customer Relationship Management System, supporting Field Sales.
• Develop effective written responses and escalate complex issues appropriately.
• Meet or exceed call quality and individual/team performance metrics.
• Follow departmental practices, policies, and procedures, including SAP system utilization.
• Ensure complete resolution and customer satisfaction for all inquiries.
• Identify and implement process improvements, demonstrating strong decision-making and prioritization skills.
• Communicate effectively with internal and external customers to create positive experiences and resolve service issues.
• Be recognized as an expert by sales, manufacturing, and vendors.

 

What Will Make You Successful

 

• Strong work ethic, desire to learn, and coachable
• Supportive attitude
• Customer Service Experience

                                         

Qualifications

 

• High School Diploma or equivalent
• Proficiency with computer software, including Microsoft Windows applications

 

What Makes You Stand Out

 

• Exceptional concierge-level customer service skills.
• Excellent interpersonal and people skills.
• Previous experience with SAP, Microsoft Excel, or Salesforce is a plus.

 

 

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.

 

At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that help to enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces.

 

For more than 150 years, we have built our business on trust and integrity. It set us apart then, and it sets us apart now, along with our ability to collaborate with and innovate for the people we're here to serve - our customers, our shareholders, our communities and our employees.