Job Description
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
Contact Management:
Frequent utilization of phone, fax, and email to field inquiries from Customers
Promotion of a positive customer experience through positive language and professional correspondence
Adherence to defined business rules and procedures in an effort to provide consistent service
Prompt and inclusive responses to customers in accordance with department and business rules
Consistent and frequent use of CRM (Customer Relationship Management) application to capture critical data
Quality customer contacts that result in customer perception of products and services far superior to our competition by presenting our company as the preferred supplier
Upsell opportunities by selling contacts on products and related materials during interactions
Active Listening
Product Knowledge and Advocacy
Continuously remain up to date on product/color/brand/account information for all Consumer Brands Group brands/accounts, including information on competitors
Hands on product testing to gain exposure to new products and features
Troubleshoot common user issues/mistakes
Highlight product attributes and superiority in order to increase brand awareness/loyalty
Problem Resolution:
Timely and correct handling of product quality issues and recording of data in CRM and/or PQR system.
Customer refund handling
Regular contact with appropriate Customer Service team counterparts to facilitate account credits relating to reported product quality issues
Ongoing improvement in the quality of our products and services through timely and accurate recording of product quality issues
Business Partnership Growth:
Working relationships with marketing teams to ensure information is up to date
Sales support by developing and maintaining positive relations with customers, which can substantially affect service and/or product revenues
FORMAL EDUCATION
Required: High School Diploma
Preferred: College Degree in a Business-Related Field
KNOWLEDGE & EXPERIENCE:
Required:
Comfortable communicating via multiple media platforms
Strong understanding of color and design
Preferred:
Experience in a high-paced office setting
Coatings application experience/knowledge
Experience in leading training initiatives
Sherwin-Williams store experience
TECHNICAL/SKILL REQUIREMENTS:
Required:
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:
Fast learner with a sharp mind, able to work comfortably in team or independently
Strong understanding of paint and coatings and their application
Strong understanding of color and design theory (*Color Help only)
ADDITIONAL COMMENTS:
Product Support Color Help is open Mon-Fri 8:00 a.m. to 6:00 p.m. and Saturdays 8:00 a.m. - 5:30 p.m. Agents are expected to work flexible shifts within those hours, as business needs dictate.
Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
VEVRAA Federal Contractor requesting priority referral of protected veterans.
