Customer Service Representative

Product Support E-Business Team

As an employee of the Product Support E-Business Team, you will be the primary point of contact with end-users, retailers, and internal employees for questions and concerns about our products. Employees must own the necessary skills to communicate with customers effectively and efficiently through three main channels: phones, emails, and live chat, while maintaining a positive attitude and demonstrating empathy when needed. Product Support employees are accountable for consistently doing the right thing for our customers, and ensuring actions that drive success in pursuing a world class customer service experience. Employees play a key role in customer retention and gathering critical feedback to improve our products.

As an employee of this team, you must also be able to demonstrate expertise in Sherwin-Williams architectural product lines. You must also be comfortable in making product recommendations and offering product guidance, while also assisting with various facets of our online account systems and procedures. Growth in this role will include increasing competence in understanding the part the team plays in interconnecting with various teams and departments within the company.

Responsibilities

This position is responsible for the day-to-day handling of all product-related requests and inquiries in support of Sherwin-Williams multitude of brands. The incumbent will regularly interact with consumers and other business groups through a variety of communication mediums including phone, e-mail, and web. Responsibilities include, but are not limited to:

• Field inquiries via multiple modes of communication, including but not limited to e-mail, fax and phone and web chat.
• 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.
• Capture critical data via consistent and frequent use of CRM including case management, account contact, coding.
• Present our company as the preferred supplier through quality customer contacts that result in customer perception of products and services far superior to our competition.
• Increase sales through selling contacts on products and related materials during contact interactions.
• Practice Active Listening
• Promote brand awareness.
• Support multiple moderate complexity level brands moving into higher complexity brand contacts.

Product Knowledge and Advocacy

• Remain up to date on product/color/brand/account information for all Consumer Brands Group brands/accounts, including information on competitors.
• Conduct hands on product testing to gain exposure to new products and features and use experience to make recommendations.
• Troubleshoot common user issues/mistakes.
• Highlight product attributes and superiority to increase brand awareness/loyalty.
• Compile, analyze and communicate specific brand or account information for business owners to include monthly recaps and ad-hoc requests.
• Identify complaint trends and customer suggestions; escalate to the appropriate parties, as needed.
• Assist in department training activities for one or more functional areas or brands serviced by the department.
• Determine the best method for relaying pertinent information to the department (e-mail, knowledge base articles, PowerPoint presentations, etc.).
• Act as backup Brand Liaison for one or more brands to assist the Brand Liaison in whatever capacity is needed for the brand. Communicating directly with all necessary subject matter experts (marketing, R&D lab, and other functional areas). May be called upon to act in primary role in case of absence of Brand Liaison. Will work towards possessing the knowledge and skills necessary for becoming a primary Brand Liaison - with the possibility of being officially assigned the primary Brand Liaison role. These duties include acting as primary contact between the Product Support and Marketing teams, work towards becoming foremost product expert to assist agents and customers with most complex product questions, communicate all relevant brand information to Product support team, create and maintain brand related training materials, deliver brand trainings, lead hands-on product training sessions, and act as point person for any ad hoc brand related situations.

Provide Problem Resolution

• Utilize resources and procedures to facilitate the timely and correct handling of product quality issues and record data in CRM and/or PQR system.
• Process customer refund requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe.
• Contact counterpart on the appropriate Customer Service team, as needed, to facilitate account credits relating to reported product quality issues.
• Support ongoing improvement in the quality of our products and services through timely and accurate recording of product quality issues.
• Build and Maintain Internal/External Business Partnerships
• Foster sound working relationships with marketing teams and maintain regular contact to ensure information is up to date.
• Support sales team by developing and maintaining positive relations with customers, which can substantially affect service and/or product revenues.
• Develop training modules that help team members and new hires learn about various product lines and attributes.
• Maintain working knowledge of Operations CS processes, contacts etc.

Contribute to Department Initiatives

• Participate in Lean projects as a lead or team member on a regular basis and provide ideas and feedback to projects.
• Partner with Methods & Procedures team to ensure standards are followed and information is consistent.
• Manage communications and flow of information; represent SW across customer departments and organizational levels on a wide range of SW initiatives and issues.
• May be tasked with learning and applying additional systems used for training and reporting purposes I.e., Microsoft Forms, Business Objects, AOM, OnBase etc.

Qualifications

Knowledge & Experience

• High School Diploma
• Customer Service or related experience
• Comfortable to communicate via phone, fax, e-mail or other medium.
• Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail.
• Effective customer service, problem solving and conflict resolution skills.
• Microsoft Office Suite intermediate proficiency
• Demonstrated experience utilizing Custom PC Applications
• Demonstrate professionalism in all dealings with inside and outside customers.

Preferred

• College Degree in a Business-Related Field
• Experience in a fast-paced office setting
• Demonstrated record of high performance
• Coatings application experience/knowledge
• SW store experience
• Fast learner with a sharp mind, able to work comfortably in team or independently.
• Strong understanding of paint and coatings and their application
• Bi-lingual (Spanish) language abilities

Additional Comments

Product Support E-Business Team supports customers during these hours: Mon-Fri 8:30 a.m. to 6:00 p.m. and Saturdays 9:00 a.m. – 5:00 p.m. Employees on this team are expected to work flexible shifts within those hours as business needs dictate.

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

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute—it matters to us. A general description of benefits offered can be found at Click on "Candidates" to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the