eCommerce Customer Solutions Specialist (Kanopi) Job

Primary location:Remote,Remote
Relocation offered:No
Employment status:Full-Time
Travel:<10%
Non-compete:No
Location:Work from home position located inRemote,Remote

The estimated base salary range for this role is $50,000 to 65,000 per year.
Individual pay is based upon location, skills and expertise, experience and other relevant factors (salary may be adjusted based on geographic location)

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:

• A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
• Personal development to grow your career with us based on your strengths and interests.
• A working culture that balances individual achievement with teamwork and collaboration. We draw on each other's strengths and allow for different work styles to build engagement and satisfaction to deliver results.

Reporting to the Manager, eCommerce Sales & Operations, the Customer Solutions Specialist is a resource to ensure that our customers have a seamless digital experience. This role will support day-to-day website customer inquiries including phone calls, live chat, emails, and form submissions acrossarmstrong.com, kanopibyarmstrong.com and accounts.armstrongceilings.com. This role requires a combination of communication and customer service skills and provides a great opportunity to learn and evolve in the digital space at Armstrong World Industries.

What's in it for you!

• Gain product expertise and become a trusted customer advisor.
• Strengthen communication, problem-solving, and sales-closing skills.
• Collaborate with cross-functional teams in a supportive environment.
• Directly impact customer experience and digital growth.

What You'll Do

• Respond to, answer, and handle customer inquiries on various AWI websites.
• Handle customer requests via live chat, phone, email, and form submissions.
• Conduct follow-ups on voicemails, abandoned carts, sample orders, and form submissions.
• Answer customer questions related to lead and delivery time updates.
• Develop in-depth knowledge of Ceilings, Suspension Systems, and Architectural Specialties products to support product questions, selling, and follow-up processes.
• Provide product expertise to customers and develop a reputation as a product expert.
• Validate product selections, quantities, etc. to give customers confidence.
• Create quotes, track deals and follow up to close the sales as applicable on our internal ecommerce platform and/or with external sales teams.
• Implement various tactics solving common customer concerns like cost, lead time, project timing, installation, etc.
• Communicate and track customer feedback to internal teams; web experience, digital marketing, communications, etc. to improve overall customer experience.
• Create & communicate quotes with customers interested in purchasing our material.
• Communicate with the internal fulfillment and operations team for updates on order tracking, damage claims, carrier issues, etc.
• Work in a team atmosphere and covers other teammates' workload when they are out of the office.
• Exercise strong listening and critical thinking skills relative to customer inquiries.
• Solve and de-escalate complex situations as appropriate.
• Develop effective written responses to customer questions and inquiries.
• Learn and utilize digital systems including LiveChat, HubSpot, SalesForce, SAP, Talkdesk, and Shopify.
• Follow through on customer issues until there is complete resolution and customer satisfaction.
• Utilize correct internal department resources to solve customer issues, including guidance from the eCommerce Customer Solutions Specialists.
• Exercise decision-making capabilities to resolve customer issues resulting in quick and effective customer satisfaction.

What will make you successful

• Startup mindset - a profound sense of urgency to drive sales and a top-notch customer experience, taking initiative, identifying creative ways to better serve our customers
• Laser focused on helping customers through their shopping journey and closing sales
• Excellent organizational skills with a propensity to multi-task
• Superior verbal and written communication/customer service skills, and a commitment to consistently exceed the customer's expectations
• Ability to work effectively within a team framework but also be able to work independently
• Ability to remain patient, even under pressure
• Self-starter with an excellent work ethic

Qualifications

• High School Diploma/GED required; Bachelor's Degree preferred.
• 3-5 years of inside sales and/or customer service experience, ideally in an eCommerce environment or call center, fielding incoming calls.

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!

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