eCommerce Customer Solutions Specialist (Kanopi) Job

Primary location: Remote, Remote 
Relocation offered: No 
Employment status: Full-Time 
Travel: <10% 
Non-compete: No 
Location: Work from home position located in Remote, Remote 

The estimated base salary range for this role is $50,000 to 65,000 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.  

 

 

Reporting to the Manager, eCommerce Sales & Operations, the Customer Solutions Specialist is a resource to ensure that our customers have a seamless digital experience. This role will support day-to-day website customer inquiries including phone calls, live chat, emails, and form submissions across armstrong.com, kanopibyarmstrong.com and accounts.armstrongceilings.com. This role requires a combination of communication and customer service skills and provides a great opportunity to learn and evolve in the digital space at Armstrong World Industries.

 

What’s in it for you!

• Gain product expertise and become a trusted customer advisor.
• Strengthen communication, problem-solving, and sales-closing skills.
• Collaborate with cross-functional teams in a supportive environment.
• Directly impact customer experience and digital growth.

 

What You'll Do

• Respond to, answer, and handle customer inquiries on various AWI websites.
• Handle customer requests via live chat, phone, email, and form submissions.
• Conduct follow-ups on voicemails, abandoned carts, sample orders, and form submissions.
• Answer customer questions related to lead and delivery time updates.
• Develop in-depth knowledge of Ceilings, Suspension Systems, and Architectural Specialties products to support product questions, selling, and follow-up processes.
• Provide product expertise to customers and develop a reputation as a product expert.
• Validate product selections, quantities, etc. to give customers confidence.
• Create quotes, track deals and follow up to close the sales as applicable on our internal ecommerce platform and/or with external sales teams.
• Implement various tactics solving common customer concerns like cost, lead time, project timing, installation, etc.
• Communicate and track customer feedback to internal teams; web experience, digital marketing, communications, etc. to improve overall customer experience.
• Create & communicate quotes with customers interested in purchasing our material.
• Communicate with the internal fulfillment and operations team for updates on order tracking, damage claims, carrier issues, etc.
• Work in a team atmosphere and covers other teammates’ workload when they are out of the office.
• Exercise strong listening and critical thinking skills relative to customer inquiries.
• Solve and de-escalate complex situations as appropriate.
• Develop effective written responses to customer questions and inquiries.
• Learn and utilize digital systems including LiveChat, HubSpot, SalesForce, SAP,