Customer Service Representative at Sherwin-Williams

POSITION SUMMARY

Provides a variety of customer service, support, and technical guidance to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

Supports customers in the Packaging and General Industrial Business Units.

ESSENTIAL JOB FUNCTIONS:

• Receives customer orders via incoming mail, telephone, and/or electronic contact regarding the organization’s products and/or services, enters and adjusts orders, resolves questions and complaints within span of control.
• Works to ensure all orders received are entered into the ERP by order cut-off time.
• Can handle basic level of complexity in orders (Domestic)
• Can follow and request amendments of work instructions
• Positive influence on the team and being responsible to arrange backup in case of holiday leave.
• 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.
• Identifies customer issues that need to be escalated to management in a timely fashion.
• Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.
• Builds relationships with internal departments to ensure best service to end customer is achieved.
• Performs other duties as assigned

FORMAL EDUCATION:

• 1-2 years of progressive customer service experience.
• High school graduate or equivalent education and experience.

TECHNICAL/SKILL REQUIREMENTS:

• Resolving customer problems and concerns
• Developing correspondence and communications
• Working with other departments and divisions
• Applying department policies and procedures
• 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.