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 providing superior customer service and order management support to external and internal customers and brands through a variety of communication mediums. Responsibilities include, but are not limited to:

* Order Management:
* Timely and accurate order processing
* Order review for quality assurance- including pricing and customer specific instruction
* Order tracking to ensure on time delivery and consistent carrier performance
* Workflow utilization to assure financial and regulatory compliance
* 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
* Maintenance of customer data in Sherwin-Williams systems
* Adherence to defined business rules and procedures in an effort to provide consistent service
* Problem Resolution:
* Collaboration with carriers and supply chain resources to facilitate correct handling of delivery related issues
* Data tracking/case documentation via use of the CRM (Customer Relation Management) application
* Credit request processing within defined limits
* Reporting of recurring trends / identified issues via multiple systems
* Business Partnership Growth:
* Relationship building with internal and external departments (Customer Support, Marketing, Planning, Operations, Pricing, Finance, Regulatory)
* Inventory management and Operation excellence support through coordination with sites and planning groups
* Forecast data to Production Planning in an effort to ensure accurate stock levels and to predict past and future buying trends
* Regular contact with sales in order to share information related to customer needs and events
* Account Management
* Vendor guide maintenance and updates to ensure compliancy with customer requirements
* Strategic account coordination including EDI and Manual order processing, shipping updates, credit authorizations, and Vendor Portal management
* Customer expert for business teams providing guidance and information to peers and management as it pertains to accounts handled
* National and regional show planning and participation in partnership with Sales and Marketing
* * Procedural documentation creation and maintenance lead
* Consistent and frequent use of CRM including case management, account contact, coding
* Contribute to Department Initiatives
* Lean project lead or team member participation to provide ideas and feedback to projects
* Intermediate level reporting at the request of Supervisor, Manager or Director
* * Consistent information sharing and standards adherence through partnering with Methods & Procedures team
* Communication and information flow management by representing SW across customer departments and organizational levels on a wide range of SW initiatives and issues

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 and e-mail

Preferred:

* Experience in a high paced office setting
* Demonstrated passion for continuous improvement and service excellence

TECHNICAL/SKILL REQUIREMENTS:

Required:

* Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail
* Effective customer service, problem solving and conflict resolution skills
* Microsoft Office Suite intermediate proficiency
* Flexibility
* Demonstrated experience utilizing Custom Applications
* 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
* Transactional Lean Training
* Business Objects Training/Proficiency

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.