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.

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

• 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 Sales Force, 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.