Customer Support Specialist

2 weeks ago

Cleveland, United States The Sherwin-Williams Company Full time

Preferred Candidate 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 to ensure that product, quantity, pricing, etc. are accurate. 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. Utilize various work flows to gain the needed approvals that allow customer orders to ship as completely as possible while adhering to compliance requirements. Contact Management Field inquiries via multiple modes of communication Control customer experience through positive language, timely and inclusive responses which include the use of professional written and verbal correspondence. Maintain customer profiles within the order management system. Adhere to defined business and customer specific SOPs 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, and Freight Forwarders). Partner closely with Sales Teams & SW Subsidiaries in the sharing of information through use of verbal communication, email, and CRM. Support Inventory Management Operational Excellence through intelligent decision making and coordination with Plants, Distribution Centers, and Demand Planning. Provide Problem resolution Utilize resources and procedures to facilitate the timely and correct handling of reported overages, shortages and damages, and record data. 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 to enhance service. Account Management Coordinate all facets of account management for Export accounts including order entry (EDI, Manual, Vendor), credit authorizations, shipping updates, and country specific requirements. Act as customer expert for business teams - providing guidance and information to peers and management as it pertains to accounts handled. 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. Develop, implement, document, and ensure team compliance with export processes and procedures. Provide complex reports at the request of Supervisor, Manager or Director. 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. FORMAL EDU

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