Job Description

Job Category: Customer Service
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POSITION SUMMARY
Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.
The Customer Service Specialist may perform similar duties as the Customer Service Representative; however, it is distinguished by typically handling more complex customers or product lines, being able to handle both domestic and export orders, and being able to solve more difficult customer issues.
Responsibilities: * Places customers sales orders in a timely fashion and before order cut-off.

• Receives and handles complex customer needs via incoming mail, telephone, and/or electronic contact regarding the organization's products and/or services, enters and adjusts orders, and resolves questions and complaints within span of control.
• Can handle all levels of complexity in orders (including export paperwork and certifications).
• Can onboard new CS agents, training, system access setup, coaching on the job, identify re-training points.
• Has a pro-active mindset and supports the Team overall, ensures positive reinforcement in the team, also in difficult situations.
• Contributes actively, as a Subject Matter Expert in Projects such as SalesForce, New Product introductions, Export, Client on-boarding,Warehouse setups, IT enhancements, etc
• Can participate in key meetings upon request
• Responds to a wide scope of inquiries and/or complaints liaising with the necessary departments where relevant.
• Assists with reviewing and coordinating customer service activities pertaining to shipping, plant schedules, inventory levels, and sales activities by reviewing reports, orders, shipments, and other information as required or directed by management.
• Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.
• Builds customer relationships and serves as a liaison between sales personnel and customers to clarify orders, provide technical guidance (where appropriate), and facilitate recurring or new orders.
• Performs other duties as assigned.

Qualifications:
FORMAL EDUCATION:
2-3 years of progressive customer service experience.
High school graduate or equivalent education and experience.
TECHNICAL/SKILL REQUIREMENTS:

• Providing customer service;
• Resolving customer problems and concerns;
• Developing correspondence and communications;
• Working with other departments and divisions;
• Applying department policies and procedures to difficult situations;

PC skills; ERP (SAGE and/or SAP and/or Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel,
PowerPoint, Outlook); and other applications as required. * Communicating with co-workers to provide and receive direction.

• Export experience, knowledge of Incoterms and export documentation. Must have Deep Sea export experience.

Fluent English, preferred Spanish

• What we can offer to you...
• Work-life balance that supports your wellbeing
• Competitive compensation programme
• Career growth opportunities in a truly international environment
• Be part of innovation leaders in the protective coatings industry
• Access to Sherwin Academy for continuous training at all levels
• Wellbeing, mental health, women & inclusion networks and support, and ID&E programmes that make a difference

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About Us:
At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:
Life ... with rewards, benefits and the flexibility to enhance your health and well-being
Career ... with opportunities to learn, develop new skills and grow your contribution
Connection ... with an inclusive team and commitment to our own and broader communities
It's all here for you... let's Create Your Possible
Eligibility to Work
You will need to provide proof of right to work. It is a condition of any offer of employment we make to you that you have the permission to work in the country for the role for which you are applying for.
Equal Opportunity Employer
An equal opportunity employer, all qualified applicants will receive consideration for employment and will not be discriminated against based on race, colour, religion or belief, gender, sexual orientation, gender identity, ethnic or national origin, disability, age pregnancy or maternity, marital or civil partner status, or any other protected characteristic prohibited by law.
Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.

Skills Required