Samples Representative Job

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

Location: Lancaster, PA - Corporate Office

Armstrong World Industries, Inc. has a job opportunity for a Customer Service Representative - Samples to be located in Lancaster, PA. The Customer Service Representative is responsible for providing effective and timely sales support and customer services. Customer services include consultation and resolution services that encompass the entire sample order process. The hours of this position will be 7:45 AM- 4:30 PM.

Key responsibilities of the Customer Service Representative:

• Responding, answering, and handling customer and field sales inquiries related to samples
• Responsible for entering sample orders for Ceilings, Grid and Walls
• Obtains information for technical problem resolution related to samples, to satisfy our customers.
• Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
• Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
• Exercises strong listening skills and problem-solving skills relative to customer inquiries
• Develops clear written responses
• Demonstrates ability to learn, understand, and transfer knowledge
• Transfers or escalates complex calls as appropriate
• Understands individual and team metrics
• Meets or exceeds call quality metrics
• Follows Policies and Procedures
• Follows through on customer issues until there is complete resolution and customer satisfaction

• Identifies areas for process improvement
• Ability to prioritize work

• Ability to interact and obtain support or influence from other departments

Required Qualifications of the Customer Service Representative:

• High School Diploma or equivalent
• Possess Proficiency in operation a PC with basic knowledge of Microsoft Office
• Demonstrated strong organizational skills with strong propensity to multi-task
• Demonstrated superior verbal and written communication or customer service skills
• Commitment to consistently exceed the customer's expectations

Preferred Qualifications of the Customer Service Representative:

• Previous customer service experience or training
• CES or SAP experience

Value Added Activities (% Time Spent) -

60% Handles customer and field sales calls and emails related to sample orders

30% Administrative functions

10% General problem resolution

Why should you join Armstrong World Industries?

Armstrong World Industries (AWI) is anAmericas leader in the design and manufacture of innovative interior and exterior architectural applications including ceilings, specialty walls and exterior metal solutions. With approximately $1.4 billion in revenue, AWI has about 3,700 employees and a manufacturing network of 21 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 160 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.

We are committed to developing new and sustainable architectural solutions, with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal and play. It's an exciting, rewarding business to be in, and we're committed to continue to grow and prosper for the benefit of all of our stakeholders. We hope you join us.

Our Sustainability Ambition

"Bringing our Purpose to Life" - lead a transformation in the design and building of spaces fit for today and tomorrow.
We are committed to:

• Engaging a diverse, purpose-driven workforce;
• Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
• Pursuing sustainable, innovative solutions for spaces where we live, work, learn heal and play;
• Being a catalyst for change with all of our stakeholders; and
• Making a positive difference in the environments and communities we impact.

About the location (Lancaster PA)

Lancaster, PA. A great central location in South Central Pennsylvania, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC, and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, great shopping, entertainment venues and restaurants.

Armstrong is committed to engaging a diverse, purpose-driven workforce. As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at by email at AWI talent acquisitionand let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

Come and build your future with us and apply today!