Customer Service Rep (Remote)

The year 1954 marked a significant milestone in thermal insulation history. Armstrong’s R&D Project Number 54013, developed by three innovators, evolved into ArmaFlex, the world’s first flexible, closed-cell elastomeric foam for equipment insulation. This product revolutionized the insulation industry. Today, 70 years later, ArmaFlex continues to be a pillar of Armacell’s success.

The Customer Service Representative is a key member of the customer service team. The Customer Service Representative is responsible for providing effective order processing, sales service, customer satisfaction and information feedback to external and internal customers. Assists with pricing, order entry, credits, complaints, shipping and logistics. Tracking issues and request within Sales Force. This role will primarily support customers with purchases from the Armacell Mebane location, support for other Armacell locations may also be required.

The position is remote unless the candidate is located within a commutable distance to an Armacell manufacturing plant.

What Armacell Can Offer You

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & wellbeing.
• Financial programs such as 401(k), life insurance, short & long- term disability coverage, and opportunities for performance-based salary incentive programs.
• Generous paid time off including 11 holidays and 120 hours of PTO.
• Training and educational resources on our personalized learning management system.
• Giving & volunteer opportunities, and discounts on retail products, services & experiences.

Job Responsibilities

• Processes orders and invoices correctly and in timely manner.
• Handles customer complaints, provides appropriate solutions and alternatives within the time limits; follows up to ensure resolution.
• Provide recommendations for process improvements.
• Operates as the liaison between internal and external expectations.
• Able to identify and assess customers’ needs to achieve satisfaction.
• Promotes products and services to customers and responds to technical questions.
• Confirm and double check pricing to assist with not having any billing discrepancies, leading to a smooth process and ultimate Customer Experience.
• Salesforce Cases for shipping errors and discrepancy. Entering the cases and QMS and following back on them to make sure updated and able to close out.
• Review monthly financial report for accuracy and contact customer as needed.
• Schedule shipments and deliveries. Assist with communication between third party logistics and customer.
• Perform consistently and deliver value added services to our customers with the highest level of quality exceeding customer expectations.
• Single point of contact for customers/the voice of the customer for all post order transactions
• Have knowledge of the customer; identify and predict customer needs.
• Develops on-going positive relationships with customers.

Job Qualifications And Requirements

• Minimum of a High School Diploma or GED required.
• Minimum 3-5 years of related work experience in a customer service environment.
• Possesses professional written and verbal communication skills with excellent telephone etiquette.
• Proficiency in SAP with knowledge of Microsoft Office applications.
• Can work independently and multi-task in faced paced environment.
• Demonstrated problem solving capability.

Posting Dates

December 18, 2024 – January 1, 2025

The expected hourly range for this role is $20.00 – $22.00/hr.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience, and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

Armacell does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team. In order to provide the best experience for all stakeholders, we limit the number of agencies and recruiting vendors we partner with. If you would like to be considered for a particular search or added to our approved agency list, please complete and submit this form: https://forms.office.com/e/WScRhdkues

More About Us

Armacell’s products significantly contribute to global energy efficiency making a difference around the world every day. With more than 3,300 employees and 25 production plants in 19 countries, the company operates two main businesses, Advanced Insulation and Engineered Foams, and generated net sales of EUR 836 million and adjusted EBITDA of EUR 155 million in 2023. Armacell focuses on insulation materials for technical equipment, high-performance foams for high-tech and lightweight applications and next generation aerogel blanket technology. For more information, please visit: www.armacell.com.

We look forward to receiving your application. If you want to discover more about Armacell, take another look at our website www.armacell.com.

Time Type

Full time