Customer Service Representative

This position is responsible for providing superior customer service and order management support to external and internal customers and brands through a variety of communication mediums.

Additional Information

The travel for this position is 5%.

This role is not remote/hybrid. This role will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

Facilitate Order to Cash Process

• Ensure orders are correctly and accurately input via the order review process and confirm data with Customer via the acknowledgement process.
• Review pricing for accuracy and ensure all applicable/requested promotions are correctly applied to invoices. Partner with Pricing Group and/or Sales to correct price discrepancies.
• Track customer orders to ensure expectations are met, and carriers deliver on time per shipping agreements.
• Deliver on business expectations by adhering to defined turnaround time(s) for order placement, email / fax response and call response.
• Utilize various workflows including VOC and Pricing, to gain the needed approvals that allow customer orders to ship as completely as possible while adhering to regulatory and financial requirements.

Contact Management

• Field inquiries via multiple platforms.
• Control customer experience through positive language and use of friendly, professional and courteous verbal and written correspondence.
• Supply prompt and inclusive responses to customers in accordance with department and business rules.
• Adhere to defined business and customer specific SOPs and Profiles to provide consistent service.
  Build and Maintain Internal/External Business Partnerships
• Promote positive working relations with internal and external departments (Customer Support, Marketing, Planning, Operations, Pricing, Finance, Regulatory).
• Send forecast data to Production Planning when pertinent.
• Support Inventory Management Operation Excellence through intelligent decision making and coordination with Plants and Distribution Centers.

Provide Problem resolution

• Utilize resources and procedures to facilitate the timely and correct handling of reported Overages, shortages and damages, and record data in CRM and/or E-trac system.
• Process credit requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe.
• Run reports to document recurring issues at customer and/or regional level including those related to Distribution or Carrier performance.
  Account Management
• Coordinate all facets of account management for accounts including EDI and Manual orders, shipping updates, credit authorizations, and Vendor Portal management.
• Document new procedures and take responsibility for updating current guides and SOPS.
• Demonstrate consistent and frequent use of CRM including case management, account contact, and coding.

Contribute to Department Initiatives

• Participate in Lean projects as a lead or team member on a regular basis and provide ideas and feedback to projects.
• Provide intermediate level reports at the request of Supervisor, Manager or Director.
• Manage communications and flow of information within the team.

• Minimum Requirements:
• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Must have a high school diploma or GED
• Must have at least one (1) year of customer service, retail, or sales
• Must be comfortable to communicate multiple platforms (e.g. phone, fax, and email)
• Must have at least one (1) year of working experience with effective customer service, problem solving and conflict resolution skills
• Must have at least one (1) year of experience using Microsoft Office products (e.g. Word, Excel, PowerPoint, Teams and/or Outlook)

Preferred Qualification:

• Have a bachelor's degree or higher in Business, Finance, or Accounting
• Have worked in high paced office setting
• Have demonstrated passion for continuous improvement and service excellence
• Have experience with Transactional Lean and Training
• Have work experience with Business Objects Training/Proficiency