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United States, United States
Job Detail
  • Industry:
    Customer Service
  • Total Positions:
  • Job Type:
    Full Time
  • Salary:
  • Job Location:
    ATLANTA, United States
  • Minimum Education:
  • Minimum Experience:
    Fresh Year
  • Apply By:
    Jul 17, 2018
  • Job Posting Date:
    Mar 17, 2018
Job Description


Reporting to the Customer Service Manager, this role provides both internal and external customers with technical product information and problem solving services, order entry and order and claim recordkeeping, and customer service resolution primarily by phone. This position provides support and service to our sales organization as well as a broad range of external customers including distributors, contractors, retailers, architects and interior designers.


Communicating daily with external and internal customers to resolve service issue

Receiving and responding to inquiries, such as: technical product information, performance, certification, contractor and distributor order status, inventory status, complaint and or claim status, sales aid status, as well as, contractor and distributor promotions and programs.

Offering alternatives to resolve problems

Receiving and accurately entering orders into the on-line customer order entry system and processing them through shipment

Assuring accurate pricing is applied prior to shipment

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 accurate billing

Facilitating the claims process (ie. billing, product defect, shipping, return materials, rebates)

Facilitating communication among the customer service group, plants, and sales reps


Reports to the Customer Service & Transportation Manager, Axiom & Serpentina

Maintains positive relationships with sales teams, sales leadership and key customers

External Customers: Channel Customers (Architects, Designers, Distributors, Subcontractors, General Contractors)

Internal Customers: Armstrong Sales Organization, Armstrong Customer Focus Group, Axiom & Serpentina Leadership Team


Actively demonstrate a commitment to safety and Code of Conduct

Provide ideas to improve processes in effort to help streamline the quote to invoice cycle

Full engagement in the learning of new products and improved processes

Involvement in cross training initiatives for expanded sales rep coverage

Integrate with parent company CRM systems (ie.

Identify and provide solutions to customer base (internal and external) that involve our process, our products and our capabilities


Superior verbal and written communication/customer service skills

Committed to consistently exceed the customer's expectations

Learn, understand and transfer product line knowledge

Excellent listening skills and problem-solving skills

Prioritize daily activities and modify in response to changing requirements and customer needs

Successfully handle multiple tasks at the same time

Demonstrate a positive attitude, even in the face of challenging situations

Work effectively and maintain positive team relationships with Customer Service team and other teams involved in serving the customer

Demonstrate a proactive approach to customer service

Show a sense of urgency and initiative to provide excellent customer service and improve processes

Accountability for results and achieving goals

Flexibility and adaptability to change and a commitment to lean principles and continuous improvement

Proficiency in operating a PC/Laptop with basic knowledge of Microsoft Excel, and Word

Call-center experience preferred

Navision experience preferred (not required)

SAP experience preferred (not required)


Excellent verbal, written and presentation skills

Minimum 5 years of progressive success in customer service

Worthington Armstrong Venture (WAVE) is an equal employment opportunity employer. Qualified applicants are considered regardless of race, color, religion, age, national origin, sex, disability or veteran’s status.

Skills Required

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