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Sherwin-Williams

Customer Service Senior Specialist

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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:

Facilitate Order to Cash Process

  • Ensure orders are correctly and accurately input and confirming data with Customer via the acknowledgement process.
  • Review pricing for accuracy and ensure all applicable/requested promotions are correctly applied to invoice. 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 International, 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 modes of communication, including but not limited to e-mail, fax and phone.
  • 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.
  • Maintain customer shipping profiles within the order management system by creating workflow requests in CDI.
  • Adhere to defined business and customer specific SOPs and Profiles in an effort 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).
  • Partner closely with Sales Teams & SW Subsidiaries in the sharing of information through use of verbal communication, email and CRM.
  • Send forecast data to Product Planning when pertinent.
  • Support Inventory Management Operational Excellence through intelligent decision making and coordination with Plants and Distribution Centers.
  • Influence peers and non-team members to meet and exceed customer expectations while promoting SW.

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.
  • Identify internal and external roadblocks to customer satisfaction and regularly provide feedback and ideas on how to remove in order to enhance service.

Account Management

  • Maintain current vendor guides and work with regulatory, operations, sites and planning to ensure compliancy.
  • Coordinate all facets of account management for Strategic accounts including EDI and Manual orders, shipping updates, credit authorizations, and Vendor Portal management.
  • Act as customer expert for business teams – providing guidance and information to peers and management as it pertains to accounts handled.
  • Coordinate and attend national and regional shows in partnership with Sales and Marketing.
  • Document new procedures and take responsibility for updating current guides and SOPS.
  • Demonstrate expert use of CRM including case management, account contact, coding.
  • Interpret the validity of data being provided from external groups and suggest changes and corrections as needed.

Contribute to Department Initiatives

  • Facilitate as lead on group and department projects and activities.
  • This position is responsible for developing, implementing, documenting and ensuring team compliance with export processes and procedures.
  • Provide complex reports at the request of Supervisor, Manager or Director.
  • Partner with Methods & Procedures team to ensure standards are followed and information is consistent.
  • Collaborate with Methods team to onboard new hires and develop business specific training.
  • Manage communications and flow of information; represent SW across customer departments and organizational levels on a wide range of SW initiatives and issues.
  • Engage in regular, cross-functional, customer meetings to pro-actively review service delivery, and strategize opportunities for new or improved product and service solutions to meet future customer needs.
  • Influence peers and non-team members to meet and exceed customer expectations while promoting SW.

POSITION REQUIREMENTS:

Required:

  • High School Diploma

  • Current or previous export customer service experience

  • Training in 49CFR, IMDG and IATA regulations

  • 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 expertise 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:

  • College Degree in a Business Related Field
  • Experience using Trade Automation
  • Transactional Lean trained and certified
  • Fast learner with a sharp mind, able to work comfortably in team or independently.
  • Business Objects Training/Expertise
  • Fluency in a second language