eCommerce Customer Solutions Representative (Kanopi) Job

OCATION: Remote, Remote, United States

Company: Armstrong World Industries

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

The estimated base salary range for this role is 40.000 – 50,000 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 eCommerce Customer Solutions Representative is a resource to ensure that our customers have a seamless shopping experience as our eCommerce business grows. Incumbents will be responsible for supporting the day-to-day site customer support inquiries including phone calls, emails, form submissions, and chat, helping to guide customers on their shopping journey and close eCommerce sales opportunities. This role requires a combination of communication and service skills and provides a great opportunity to learn and evolve in the eCommerce space.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Responds to, answers, and handles customer inquiries.
• Handles customer requests via live chat platform, phone, e-mail, and form submissions.
• Conducts follow-ups on voicemails, abandoned carts, and recording activities.
• Answers customer questions related to lead and delivery time updates.
• Develops in-depth knowledge of Ceilings, Suspension Systems, and Architectural Specialties products to support selling and follow-up processes.
• Provides product expertise to customers and develops a reputation as a product expert.
• Takes an initiative-taking selling approach to help assist customers during their shopping experience. Validates product selections, quantities, etc. to give customers confidence.
• Creates quotes and follow-ups to close the sale.
• Follows up on abandoned carts to convert into sales.
• Implements various tactics to close quotes, including solving common customer concerns like cost, lead time, project timing, installation, etc.
• Communicates and tracks customer feedback to Product Tech and Marketing Departments to improve overall customer experience.
• Creates & communicates quotes with customers interested in purchasing our material.
• Communicates with the internal fulfillment and operations team for updates on order tracking, damage claims, carrier issues, etc.
• Works in a team atmosphere and covers other teammates’ workload when they are out of the office.
• Exercises strong listening and critical thinking skills relative to customer inquiries.
• Solves and de-escalates complex calls as appropriate.
• Develops effective written responses to customer questions and inquiries.
• Learns and utilizes Kanopi systems including Live Chat, HubSpot, Kixie, Slack, and Shopify.
• Follows through on customer issues until there is complete resolution and customer satisfaction.
• Utilizes correct internal department resources to solve customer issues, including guidance from the eCommerce Customer Solutions Specialists.
• Exercises decision-making capabilities to resolve customer issues resulting in quick and effective customer satisfaction.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 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

Education and/or Experience

• High School Diploma/GED required; Bachelor’s Degree preferred.
• 1 – 3 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 a leader in the design and manufacture of innovative commercial and residential ceiling, wall and suspension system solutions in the Americas. With approximately $1B in revenue, AWI has about 2,800 employees and a manufacturing network of fifteen 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 150 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 ceiling 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.