Customer Service Rep

**Primary location**: Montreal, Quebec
**Relocation offered**: No
**Employment status**: Full-Time
**Travel**: No
**Non-compete**:No

**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**:

- Standard benefit package offerings: medical, dental, prescription drugs, life insurance
- Long term disability coverage
- Vacation and sick time
- Pension Plan

We are currently seeking a Customer Service Representative to join our Customer Focus call center. Based at our corporate headquarters in Lancaster, PA this individual will provide both internal and external customers with technical product information and problem solving services. You will provide support and service to the Armstrong Building Products sales organization as well as a broad range of external customers including distributors, wholesalers, contractors, retailers, architects, interior designers and developers. If you are a positive, energetic person with a commitment to providing excellent customer service, and you enjoy working in a call center environment this may be the right opportunity for you

**Key job responsibilities include**:

- Communicating daily with both external and internal customers to resolve any service issues
- Receiving and addressing inquires regarding: technical product information, performance, certification, contractor and distributor order/credit status, inventory status, complaint and or claim status, sales aid status, as well as, promotions and programs for both contractors and distributors
- Offering alternatives to resolve problems
- Receiving and accurately entering orders into the on-line customer order entry system (SAP) and processing them through shipment
- Assuring accurate pricing is applied prior to shipment
- Contacting customers in advance of planned shipment for the purpose of making item/order changes or selling substitutions of other products
- Arranging for shipment using various transportation modes to various delivery site conditions and requirements
- Processing samples, literature and sales aids request from field sales, customers, and clients
- Verifying the customer's job name and items ordered for a specific time period corresponds with the information in the pricing system.
- Making necessary corrections to ensure correct billings
- Facilitating the claims process (ie. billing, product defect, shipping, return materials, rebates)
- Continually working towards eliminating non-standard receivables
- Obtaining proof of accurate information for auditing purposes to determine the action that needs to be taken, which often involves generating a customer to pay letter to collect monies owed to Armstrong
- Filling in for field sales personnel during their absence
- Managing requests for Specials through ABP Specials Process database and providing response to customers on price of specials
- Facilitating communication among CFC, plants, and sales reps
- The ability converse fluently in French, preferably French Canadian
- Superior verbal and written communication/customer service skills
- A commitment to consistently exceed the customer's expectations
- The ability to learn, understand, and transfer knowledge relative to entire product line
- Excellent listening skills and problem-solving skills relative to customer inquiries
- The ability to prioritize your workload and perform multiple tasks at once is key
- The ability to maintain a positive attitude and work effectively within a team environment
- The ability to be proactive, take initiative, be accountable, and possess a strong propensity towards change and process improvement
- Proficiency in operating a PC with basic knowledge of Microsoft Excel, and Word
- CES/SAP experience is helpful
- Call-center experience preferred

**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