Customer Service Representative Job

About the role

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.

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.
• Earns trust and builds relationships with customers and Field Sales that have been assigned.
• 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
• Maintains call quality metrics
• Learns and follows Departmental Practices, Policies and Procedures
• Learns SAP and how to find and utilize information within system
• Fulfills customer needs until there is complete resolution and customer satisfaction
• Utilizes correct internal department resources to solve customer issues
• Negotiates 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
• Able to prioritize work
• 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 communicates 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

Qualifications

• 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

Skills

• SAP or CES Knowledge
• Strong customer service skills

Benefits

Not specified

Pay

Commensurate with experience

Schedule

TBD