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Customer Service Representative Job
Armstrong World Industries
Customer service representative for ceilings, grid, and walls division, providing sales support and resolving customer inquiries
17d ago
$45,000 - $55,000
Junior (1-3 years), Intermediate (4-7 years)
Full Time
Lancaster, PA
Field
Company Size
3,600 Employees
Service Specialisms
Marketing
Human Resources
Information Technology
Finance
Legal/Sustainability
Customer Service
Inside Sales
Commercial Sales
Sector Specialisms
Commercial
Residential
Healthcare
Education
Government
Retail
Hospitality
Corporate
Role
What you would be doing
claims handling
customer satisfaction
abp crm
pricing updates
process improvement
inquiry handling
- Facilitates Ceiling, Grid and Wall claims, including research required for claims resolution. If necessary, appropriate escalation to management for approval
- Follows through on customer issues until there is complete resolution and customer satisfaction
- Transfers or escalates complex calls as appropriate
- Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls.
- Utilize correct internal department resources to solve customer issues
- Responds/ answers and handles Field Sales inquiries
- Proactively offers support during peak times
- Responsible for completion and having a full understanding of technical problem resolutions related to transportation, logistics and planning to satisfy our customers.
- Negotiate with transportation, logistics and planning teams to achieve customer satisfaction
- Obtains information for technical problem resolution related to transportation, logistics and planning, to satisfy our customers.
- Identifies areas for process improvement
- Develops effective written responses
- Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
- Responds, answers, and handles customer inquiries via 877 number
- Responsible for pricing extensions, pricing exceptions and job pricing – this includes new and updates required for price increases for both Ceilings and Grid.
- Responsible for entering customer orders, creating and clearing shipments and deliveries for Ceilings, Grid and Walls
- Learn and follows Departmental Practices, Policies and Procedures
- Meets or exceeds call quality metrics
- 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
- Transforming buildings from structures that shelter into structures that serve and preserve the health and well-being of people and planet;
What you bring
ces/sap
microsoft office
ceiling/grid/wall claims
organizational skills
problem-solving
learning ability
- Possess proficiency in operating a PC with basic knowledge of Microsoft Outlook, Excel, Word, and PowerPoint. CES/SAP experience is helpful
- Understands individual and team metrics
- Exercises strong listening skills and problem-solving skills relative to customer inquiries
- 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.
- 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
- Understands and Interprets Policies and Procedures
- Ability to prioritize work
- Demonstrates ability to learn, understand, and transfer knowledge
- Learn SAP and how to find and utilize information within system
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- criminal record check
People also searched
Company
Overview
Founded in 1860
Year of establishment
The company traces its origins to 1860, marking over 160 years of evolution in the industry.
$1.3B Revenue
2023 annual revenue
The company generated $1.3 billion in revenue in 2023, reflecting its strong market presence.
2024 Acquisition
Expansion through acquisition
In 2024, the company acquired 3form, expanding its product portfolio in specialty ceilings and glass accents.
20 Facilities
Manufacturing presence
The company operates 20 manufacturing facilities across the Americas, supporting its diverse product range.
- The company designs, engineers and produces ceiling and wall solutions—from mineral fiber panels to glass‑fiber‑reinforced gypsum—for a range of environments.
- Its work spans commercial offices, schools, healthcare, and residential renovation projects, often enhancing acoustics, aesthetics and functional design.
- Products are grouped across Mineral Fiber and Architectural Specialties segments, highlighting its technical depth in both core and high‑design solutions.
- Headquartered in Lancaster, PA, Armstrong also maintains a research lab and a joint venture (WAVE) focused on suspension system innovation.
- An intriguing legacy detail: during WWII the company even produced cork sound insulation for submarines and airplane parts, showcasing its diverse manufacturing roots.
- To respect the dignity and inherent rights of the individual in all dealings with people.
- To maintain high moral and ethical standards and to reflect honesty, integrity, reliability and forthrightness in all relationships.
- To reflect the tenets of good taste and common courtesy in all attributes, words and deeds.
- To serve fairly and in proper balance the interests of all groups associated with the business—customers, stockholders, employees, suppliers, community neighbors, government and the general public.
- “Let the Buyer Have Faith” (guarantee of quality and trust)
30% Reduction
Scope 1 & 2 Emissions
Targets a 30% reduction in GHG emissions by 2030 compared to 2019 levels, aligning with the SBTi well-below-2°C scenario.
100% Renewable
Electricity by 2030
Aims to source 100% of electricity from renewable energy by 2030.
50% Reduction
Product Carbon Footprint
Seeks a 50% reduction in the carbon footprint of products by 2030 from 2019 baseline.
100% Chemical-Free
Products
Committed to 100% chemicals of concern-free products with verified transparency by 2030.
- Aims for a 20% reduction in water intensity of products by 2030 from 2019 baseline.
- Over 217 million sq ft of ceiling tiles diverted through recycling since 1999.
- Ultima panels offer 43% embodied carbon reduction versus standard products.
- Templok ceilings and Ultima panels designed to aid in operational and embodied carbon reduction.
- Named among America’s Greenest Companies 2025.
- Embed D&I into strategy with policies prioritizing equal opportunities and dedicated VP of Talent Sustainability & Acquisition.
- Offer regular training and engagement on diversity and inclusion topics across locations.
- Employee Resource Groups (AWARE, BOLD, EMERGE, AQUA) to support women, Black professionals, early-career talent, LGBTQ+ employees.
- Collect employee opinions via surveys, site assessments and ERGs.
- Build early-career pipelines through summer internships and professional development programs.
- Comprehensive benefits supporting physical, financial and mental health.
- No public gender-ratio or statistical breakdown available.
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