Customer Service Agent

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 via the order review process and confirm 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, 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 platforms. 
• 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. 
• Adhere to defined business and customer specific SOPs and Profiles 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). 
• Send forecast data to Production Planning when pertinent . 
• Support Inventory Management Operation Excellence through intelligent decision making and coordination with Plants and Distribution Centers. 

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.

Travel Requirement: Up to 5%

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

This role is not remote/ hybrid and will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.

POSITION REQUIREMENTS:

Required: 

• High School Diploma
• Must be eighteen years of age or older
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• Customer Service or related experience
• Comfortable to communicate via phone, fax and e-mail 
• 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

Preferred: 

• College Degree in a Business-Related Field 
• Experience in a high paced office setting 
• Demonstrated passion for continuous improvement and service excellence 
• Fast learner with a sharp mind, able to work comfortably in team or independently