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Customer Solutions Analyst-CRM (Customer Relationship Management) Job

Company: Armstrong World Industries
Location: Lancaster
Posted on: June 18, 2022

Job Description:

Primary location: Lancaster, Pennsylvania
Relocation offered: No
Employment status: Full-Time
Travel: 5%
Non-compete: No

The estimated base salary range for this role is 72,020-141,350 per year.
Individual pay is based upon location, skills and expertise, experience and other relevant factors

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 casual work environment where we have a recognition program for our team, and service awards. You will also be able to make the most of our fitness center and lunchtime cafe.
  • 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.

    As our Customer Solutions Analyst based at our headquarters in Lancaster, PA, you will be accountable for completing a variety of analytical and technical assignments in the areas of problem diagnosis and solutions, documentation, implementations, administration, and maintenance.

    Under the direction of our Manager, Customer Solutions, you spend a significant portion of your time focusing on systems or business project-based work, including managing, and coordinating medium and small projects leading to the development and deployment of new services.

    What you will be doing:
    • Researching, analyzing, developing, and documenting new and existing processes, procedures, and solutions; driving operational continuous process improvement
    • Overseeing the design, development, and enhancement of business specific applications
    • Participating in requirements gathering sessions to provide technical guidance on systems options and solutions
    • Configuring changes within the CRM environment including writing functional specifications, performing, and coordinating testing, and obtaining customer approvals and documentation
      • Managing, building, and maintaining processes within CRM
      • Developing and managing vendor relationships in conjunction with our Supplier Relationship Management (SRM) process and providing estimates for new project work
      • Partaking in the development, implementation, and maintenance of best-practice standards, policies, procedures, and training plans to ensure optimal daily operations are maintained
      • Overseeing integrated systems planning and recommending new technologies aimed to enhance our current systems and reduce costs
      • Providing technical consultation to business partners and IT management
        • Identifying and prioritizing projects in our portfolio associated with maintaining existing systems, and developing and implementing new systems
        • Evaluating emergent technologies through developing business cases
        • Creating and maintaining multi-year functional roadmaps
        • Preserving documentation and process topology to ensure alignment with the roadmap
        • Delivering analysis relative to process improvements and industry/system best practices

          What will make you successful:
          • 3+ years of expertise with Microsoft SQL server, including query writing, stored procedures, and triggers
          • Ability to design and develop integrated processes Management, Opportunity Management, Customer-facing expertise in Price Management and Case Management
            • Strong analytical and problem-solving skills and highly attentive to detail and accuracy
            • Knowledge of infrastructure support principles
            • Track record of sharing strategy, vision, and direction to facilitate change
            • A demonstrated customer service-oriented mindset
            • Working knowledge of a Database Management Systems (DBMS) and data structures

              Qualifications that will make you successful:
              • Bachelor's degree in Computer Science, Engineering or a related discipline OR equivalent combination of education and related experience
              • 3+ years of technical analysis or process management experience
              • Familiarity with utilizing Microsoft Office applications
                • Experience with or other enterprise-level CRM tools

                  • Certification in a process discipline (ITIL, PMI, Six Sigma) or technical discipline (
                    • Expertise in technology architecture within manufacturing environments

                      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.

                        About the location (Lancaster PA)

                        Lancaster, PA. A great central location in South Central Pennsylvania, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC, and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, great shopping, entertainment venues and restaurants.

                        Armstrong is committed to engaging a diverse, purpose-driven workforce. As part of our dedication to diversity, AWI is committed to Equal Employment Opportunity and all qualified applicants receive consideration for employment without regard for race, sex, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at by email at AWI talent acquisition and let us know the nature of your request and your contact information. Requests for accommodation will be evaluated on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

                        Come and build your future with us and apply today!

                        Job Segment: CRM, Six Sigma, Relationship Manager, Recruiting, Computer Science, Technology, Management, Customer Service, Human Resourcesby Jobble

Keywords: Armstrong World Industries, Lancaster , Customer Solutions Analyst-CRM (Customer Relationship Management) Job, Professions , Lancaster, Pennsylvania

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