Customer Service Representative

About The Company Armacell is a globally recognized leader in the field of thermal insulation and flexible elastomeric foam solutions. Established in 1954, the company’s pioneering efforts in developing the world’s first flexible, closed-cell elastomeric foam—ArmaFlex—revolutionized the insulation industry. Over the past 70 years, Armacell has maintained its commitment to innovation, quality, and sustainability, positioning itself as a trusted partner for customers worldwide. With a rich history rooted in research and development, Armacell continues to expand its product portfolio and market reach, offering diverse career opportunities for talented professionals eager to make a difference around the globe.

About The Role The Customer Service Representative is a vital member of the customer service team, responsible for ensuring a seamless customer experience from order placement to delivery. This role involves processing orders accurately and efficiently, providing exceptional sales support, and addressing customer inquiries and concerns promptly. The representative acts as a liaison between internal teams and external customers, ensuring clear communication and timely resolution of issues. The position primarily supports customers purchasing from the Armacell Mebane location, with potential support for other Armacell locations as needed. This is a remote role, with a preference for candidates based in North Carolina, South Carolina, Tennessee, or Virginia.

Qualifications

• High School Diploma or GED required
• 3-5 years of relevant experience in a customer service environment
• Proficiency in SAP and Microsoft Office applications
• Strong written and verbal communication skills
• Excellent telephone etiquette and customer interaction skills
• Ability to work independently and manage multiple tasks in a fast-paced environment
• Demonstrated problem-solving capabilities
• Knowledge of Lotus Notes is a plus

Responsibilities

• Process orders and invoices accurately and promptly
• Handle customer complaints, providing appropriate solutions and follow-up to ensure resolution
• Offer process improvement suggestions to enhance customer service efficiency
• Serve as the primary point of contact between customers and internal teams for post-order transactions
• Identify and assess customer needs to achieve high satisfaction levels
• Promote products and services, responding to technical questions as needed
• Verify and double-check pricing to prevent billing discrepancies
• Manage Salesforce cases related to shipping errors and discrepancies, ensuring timely updates and closures
• Review monthly financial reports for accuracy and communicate with customers as necessary
• Coordinate shipments and deliveries, acting as liaison between third-party logistics providers and customers
• Consistently deliver value-added services to exceed customer expectations
• Develop and maintain positive, ongoing relationships with customers
• Maintain comprehensive knowledge of customer accounts and anticipate their needs

Benefits

• Comprehensive healthcare coverage, including medical, prescription drugs, dental, and vision
• Mental health and wellbeing programs
• Financial benefits such as 401(k) plan, life insurance, and short- & long-term disability coverage
• Performance-based salary incentives
• Generous paid time off, including 12 holidays and PTO
• Access to training and educational resources through a personalized learning management system
• Opportunities for giving back through volunteer programs
• Employee discounts on retail products, services, and experiences

Equal Opportunity

Armacell is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe in fostering a workplace where everyone can thrive and contribute to our ongoing success.