Job Description

​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 Procedures as well as system capabilities
• Able to answer questions in all Customer Focus Center subject areas
• Participates in Kaizen as a subject matter expert
• Trains and acts as resource to team members
• Initiates proactive communications and provides input to management for Policies and Procedure or system enhancement changes
• Decision-making skills for appropriate situation
• Suggest and implement process improvements
• Ability to interact and obtain support or influence from other departments
• Ability to prioritize time and multi-task for maximum efficiency
• Have established credibility with sales, plants and vendors

LEVEL IV Essential Duties and Responsibilities (include all duties in Level I, II &III)

• Internal Departmental coach and expert across all Customer Focus subject areas
• Understands how the CFC fits into the larger AWI Total Customer Experience
• Offering alternatives to resolve problems
• Facilitating communication between customer, ASMs, Account manager and other team members
• Effectively and efficiently communicating daily with internal and external customers to create positive customer experiences and to resolve any service issue
• Viewed as expert by sales, manufacturing and vendors

Value Added Activities (% Time Spent) –

60% Handles customer and field sales calls related to the order to cash to process

20% Pricing activities

10% Research and process claims

10% General problem resolution

What will make you successful

• High School Diploma or equivalent. Customer Service experience and/or training preferred.
• Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint.
• Demonstrates strong organizational skills with strong propensity to multi-task
• Demonstrates superior verbal and written communication/customer service skills and a commitment to consistently exceed the customer's expectations

What will make you stand out

• SAP or CES Knowledge
• Salesforce experience
• Strong customer service skills

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; sit and reach with hands and arms. The employee may occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AWI is an Equal Opportunity Employer, and all qualified applicants receive consideration for positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status