Job Description

Description

Here, we believe theres not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, theres a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. Well give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!

Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.

POSITION RESPONSIBILITIES:

This position is responsible for the day to day handling of all product-related requests and inquiries in support of Sherwin- Williams multitude of brands. The incumbent will regularly interact with consumers and other business groups through a variety of communication mediums including phone, e-mail and web. Responsibilities include, but are not limited to:

* Contact Management:
* * Frequent utilization of phone, fax, and email to field inquiries from Customers
* Promotion of a positive customer experience through positive language and professional correspondence
* Adherence to defined business rules and procedures to provide consistent service
* Prompt and inclusive responses to customers in accordance with department and business rules
* Consistent and frequent use of Salesforce CRM (Customer Relationship Management) application to capture critical data
* Quality customer contacts that result in customer perception of products and services far superior to our competition by presenting our company as the preferred supplier
* Upsell opportunities by selling contacts on products and related materials during interactions
* Active Listening
* Product Knowledge and Advocacy
* Continuously remain up to date on product/color/brand/account information for all Consumer Brands Group brands/accounts, including information on competitors
* Hands on product testing to gain exposure to new products and features
* Troubleshoot common user issues/mistakes
* Highlight product attributes and superiority to increase brand awareness/loyalty
* Problem Resolution:
* Timely and correct handling of product quality issues and recording of data in Salesforce CRM
* Submit quality investigations in Salesforce CRM.
* Customer refund handling
* Regular contact with appropriate Customer Service team counterparts to facilitate account credits relating to reported product quality issues
* Ongoing improvement in the quality of our products and services through timely and accurate recording of product quality issues
* Business Partnership Growth:
* Working relationships with marketing teams to ensure information is up to date
* Sales support by developing and maintaining positive relations with customers, which can substantially affect service and/or product revenues

POSITION REQUIREMENTS:

FORMAL EDUCATION

Required: High School Diploma or GED

Preferred: College Degree in a Business-Related Field

KNOWLEDGE & EXPERIENCE:

Required:

* Customer Service or related experience
* Comfortable to communicate via phone, fax, e-mail or other medium

Preferred:

* Experience in a high paced office setting
* Demonstrated record of high performance

TECHNICAL/SKILL REQUIREMENTS:

Required:

* Excellent verbal, written and interpersonal communication skills
* Effective customer service, problem solving and conflict resolution skills
* Microsoft Office Suite
* PC proficiency
* Excellent time management and strong sense of priority
* Consistently exhibit a positive attitude and exceptional work ethic
* Demonstrate professionalism in all dealings with inside and outside customers

Preferred:

* Fast learner with a sharp mind, able to work comfortably in team or independently
* Strong understanding of paint and coatings and their application
* Strong understanding of color and design theory (*Color Help only)

ADDITIONAL REQUIREMENTS:

* Product Support is open Mon-Fri 8:00 a.m. to 8:00 p.m., Saturdays 8:00 a.m. 5:30 p.m and Sundays 8:00 a.m. to 4:00 p.m. Agents are expected to work flexible shifts within those hours, as business needs dictate.
* Product Support agents may be required to work remotely as business needs dictate.

Additional Comments:

Temporary work from home protocols may be in effect for this position due to COVID-19, but this is not a remote position and any selected candidate must live within a reasonable commuting distance of the listed location(s).

Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.