Product Support Customer Service Representative

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. Additional Information This role is not remote/hybrid. This role will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113. Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships. 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 http://www.myswbenefits.com/. 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 wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable. Sherwin-Williams is proud to be an Equal Employment Opportunity employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract. As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans. 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. Contact Management 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.). Will be required to 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.

Minimum Requirements:

Must be at least eighteen (18) years of age Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future Must have a high school diploma or GED Must have at least one (1) year of customer service, retail, or sales Must be comfortable to communicate multiple platforms (e.g. phone, fax, and email) Must have at least one (1) year of working experience with effective customer service, problem solving and conflict resolution skills Must have at least one (1) year of experience using Microsoft Office products (e.g. Word, Excel, PowerPoint, Teams and/or Outlook)

Preferred Qualification:

Have a bachelor's degree or higher in Business, Finance, or Accounting Have worked in high paced office setting Have experience with paint and coatings applications Have experience working in the Sherwin-Williams Stores Bi-lingual (Spanish) language abilities