DATE: Jul 1, 2026
LOCATION: Lancaster, Pennsylvania, United States, 17603
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Company: Armstrong World Industries
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
Job Segment: Field Sales, Customer Service Representative, Sales Support, SAP, ERP, Sales, Customer Service, Technology
