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Customer Service Representative

Expired Job

Sherwin-Williams Cleveland , OH 44114

Posted 4 months ago

Welcome To Sherwin-Williams

Founded in 1866, The Sherwin-Williams Company is a global leader in the manufacture, development, distribution, and sale of paints, coatings and related products to professional, industrial, commercial, and retail customers. The company manufactures products under well-known brands such as Sherwin-Williams, Valspar, HGTV HOME by Sherwin-Williams, Dutch Boy, Krylon, Minwax, Thompson's Water Seal, Cabot and many more. Sherwin-Williams branded products are sold exclusively through a chain of more than 4,100 company-operated stores and facilities, while the company's other brands are sold through leading mass merchandisers, home centers, independent paint dealers, hardware stores, automotive retailers, and industrial distributors. The company supplies a broad range of highly-engineered industrial and OEM coatings for wood and general industrial, coil, packaging, protective and marine, and transportation applications worldwide. Our 60,000 employees are diverse, innovative and passionate. With a variety of rewarding and challenging opportunities, Sherwin-Williams is a great place to find a career that takes you places.

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:



  • High School Diploma or GED


  • College Degree in a business related field



  • Customer service experience


  • Experience in a high paced office setting

  • Demonstrated passion for continuous improvement and service excellence



  • Effective customer service, problem solving and conflict resolution skills

  • Microsoft Office Suite intermediate proficiency

  • Demonstrated experience utilizing Custom Applications

  • Transactional Lean Training

  • Business Objects Training/Proficiency

Personal Attributes

  • Comfortable to communicate via phone, fax and e-mail

  • 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

  • Fast learner with a sharp mind, able to work comfortably in team or independently

  • Flexibility

  • Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail

Equal Opportunity Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, citizenship status, marital status or any other consideration prohibited by law or contract.

VEVRAA Federal Contractor requesting priority referral of protected veterans.

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Customer Service Representative

Expired Job