Customer Service Account Specialist

Location: Hybrid, 1770 Hempstead Road, Lancaster, PA 17605
Hours: Typically Monday-Friday, 40-hour work week with overtime as required
Status: Salary non-exempt

Armstrong Flooring is looking for a service oriented, self-starter for an Account Specialist on our Customer Service Team.  This position will be responsible for all account management related activities for their assigned channel customer. 

This is a great opportunity to gain invaluable knowledge regarding the organization and our products. This information and the relationships that are gained by performing within this role can lead to various opportunities with Armstrong Flooring, including, but not limited to, positions within customer service, marketing, sales, and logistics.

WALK STRONG WITH AFI

We are a community of makers and creators. Activators and achievers. Fearless innovators and tireless visionaries whose staunch determination and adaptability continue to fuel everything that we do.

Here’s how YOU can help us to raise the B.A.R. as a Customer Service Account Specialist.

Building with Integrity

• Serve as single point of contact for assigned key accounts identified by management
• Manage shipments in accordance with Armstrong’s Policy & Procedures, customer receiving schedules, and requested ship dates including timely shipment creation, proactive approach to managing orders available to ship
• Setup/Maintain/Distribute reports that accurately communicate open orders, shipments forecast, or service trends

Adapting Together

• Perform various customer service duties including but not limited to assisting customers in determining order requirements, product availability, answering customer order related inquiries, providing samples, providing direction/selection assistance, completing sales transactions, and order tracking
• Identify inquiries and seek information from appropriate internal departments to gather required information
• Work closely with sales team to avoid aging orders and cancellations
• Strong collaboration with cross functional team members from Supply Chain, Sales, Pricing and Credit to provide a coordinated and elevated level of service to key customers as well as ensure best practices and correct processes are followed.

Reinventing Through Resilience

• Processing customer orders, returns, debits, and credits, and quality resolution on all issues in a timely manner
• Takes ownership in making decisions to resolve issues that exhibits sound and cost-conscious judgment.
• Suggest process changes that will mitigate customer disappointments and improve the customer experience

REVEAL EVERYTHING

FOUNDATION:

• 2 years of equivalent experience

ADDED VALUE:

• Bachelor's or Associate's Degree
• Call enter experience
• SAP experience
• Field sales or inside sales experience
• com experience
• Building material knowledge

Community & Philanthropy: We have a heritage of investing millions of dollars in programs that enhance the neighborhoods where we live and work. Additionally, we’re proud that our employees regularly and willingly give of their time and talents to support the efforts of local organizations.

Sustainability: Armstrong Flooring has a long-standing reputation for sustainable innovation, starting with using cork waste to make linoleum floors over 100 years ago. We continue to develop products that have lower environmental footprints, and in some cases, reduce the environmental footprints of the buildings where they are installed.

DEVELOPMENT

We encourage every employee to take ownership of their development and discuss career growth and opportunities with their leader. We have many employees with diverse backgrounds and career paths. We offer the following opportunities which promote a growth culture:

• Certifications
• Onboarding
• On-the-Job training
• Tuition reimbursement
• Instructor-led & online courses
• Cross-functional exposure

BENEFITS

• Choice of competitive Medical, Dental and Vision plans - effective Day 1 of employment
• Teladoc (24/7 access) 
• 401k 
• Health Savings & Flexible Spending Accounts
• Prescription plan with mail-order options
• Dependent Care Flexible Spending Account
• Paid vacation with graduated schedule & option to purchase more
• Paid holidays
• Product discounts
• Employee Assistance Program
• Recognition Program
• Service awards

Our Diversity Statement: We believe the more diversity we have in our teams, the more equitable access to opportunities we create, the more included people feel in our workplaces—the more unique perspectives, fresh ideas, and exceptional outcomes we can experience and celebrate. That’s why we’re working hard to create environments where everyone feels empowered to share their voices and bring their full, authentic selves to work, regardless of race, religion, physical abilities, age, sexual orientation, national origin, gender identity/expression, or the many other ways we’re all wonderfully unique individuals. This work is a journey, and there is more to be done. Working together, we can achieve our goal of making Armstrong Flooring a place where everyone feels welcome and valued, just as they are.

We are an Equal Opportunity Employer: Armstrong Flooring provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

We strongly encourage people from underrepresented groups to apply.