Customer Service Representative

4 weeks ago

Cleveland, Ohio, United States The Sherwin-Williams Company Full time

As a Customer Service Representative at The Sherwin-Williams Company, you will be responsible for providing exceptional customer service and order management support to external and internal customers and brands through various communication mediums.

Key responsibilities include:

  • Facilitating the Order to Cash Process by ensuring orders are correctly and accurately input via the order review process and confirming data with customers via the acknowledgement process.
  • Reviewing pricing for accuracy and ensuring all applicable/requested promotions are correctly applied to invoices.
  • Partnering with Pricing Group and/or Sales to correct price discrepancies.
  • Tracking customer orders to ensure expectations are met and carriers deliver on time per shipping agreements.
  • Delivering on business expectations by adhering to defined turnaround times for order placement, email/fax response, and call response.
  • Utilizing various workflows, including 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.
  • Contacting management field inquiries via multiple platforms.
  • Controlling customer experience through positive language and using friendly, professional, and courteous verbal and written correspondence.
  • Supplying prompt and inclusive responses to customers in accordance with department and business rules.
  • Adhering to defined business and customer-specific SOPs and profiles to provide consistent service.
  • Building and maintaining internal/external business partnerships by promoting positive working relations with internal and external departments.
  • Sending forecast data to Production Planning when pertinent.
  • Supporting Inventory Management Operation Excellence through intelligent decision-making and coordination with Plants and Distribution Centers.
  • Providing problem resolution by utilizing resources and procedures to facilitate the timely and correct handling of reported overages, shortages, and damages, and recording data in CRM and/or E-trac systems.
  • Processing credit requests promptly and providing the necessary details so that claims may be reviewed and issued within a reasonable timeframe.

Required:

  • High School Diploma
  • College Degree in a Business-Related Field

Preferred:

  • Customer Service or related experience
  • Comfortable communicating via phone, fax, and email
  • Experience in a high-paced office setting
  • Demonstrated passion for continuous improvement and service excellence

Technical/Skill Requirements:

  • 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.

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