Customer Service - Export Specialist

This role is based at Sherwin-Williams Global Headquarters in Cleveland, OH and requires up to 10% travel. It is not eligible for remote/hybrid work or sponsorship for work authorization.

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. We invest in our employees through rewards, benefits, and opportunities to learn, develop new skills, and grow contributions.

Responsibilities

• Facilitate the Order to Cash process:
  • Partner with Fulfillment coordinators to ensure orders are correctly input and data is confirmed with customers via the acknowledgement process.
  • Review pricing for accuracy and apply applicable promotions; collaborate with Pricing Group and/or Sales to correct discrepancies.
  • Track customer orders to meet expectations and ensure carriers deliver on time per shipping agreements.
  • Adhere to defined turnaround times for order placement, email/fax response, and call response.
  • Utilize workflows (International, VOC, Pricing) to gain approvals for shipping orders while adhering to regulatory and financial requirements.
• Manage customer inquiries via email, fax, and phone, ensuring a positive experience through professional and courteous communication.
• Maintain customer shipping profiles in the order management system by creating workflow requests in CDI.
• Adhere to business and customer-specific SOPs and profiles to provide consistent service.
• Build and maintain internal and external business partnerships:
  • Promote positive working relations with departments such as Customer Support, Marketing, Planning, Operations, Pricing, Finance, and Regulatory.
  • Partner with Sales Teams and SW Subsidiaries to share information via verbal communication, email, and CRM.
  • Send forecast data to Product Planning as needed.
  • Support Inventory Management through coordination with Plants and Distribution Centers.
• Provide problem resolution:
  • Handle overages, shortages, and damages using resources and procedures; record data in CRM and/or E-trac system.
  • Process credit requests promptly with necessary details for timely review and issuance.
  • Run reports to document recurring issues at customer and/or regional levels, including Distribution or Carrier performance.
  • Identify roadblocks to customer satisfaction and provide feedback to enhance service.
• Manage account responsibilities:
  • Maintain current vendor guides and ensure compliance with regulatory, operations, sites, and planning teams.
  • Coordinate all facets of account management for Strategic accounts, including EDI and Manual orders, shipping updates, credit authorizations, and Vendor Portal management.
  • Act as the customer expert for business teams.
  • Coordinate and attend national and regional shows with Sales and Marketing.
  • Document new procedures and update current guides and SOPs.
  • Demonstrate expert use of CRM, including case management, account contact, and coding.
  • Interpret data validity from external groups and suggest corrections as needed.
• Contribute to department initiatives:
  • Lead group and department projects, including developing, implementing, and documenting export processes.
  • Provide complex reports at the request of Supervisors, Managers, or Directors.
  • Manage communications and represent Sherwin-Williams across customer departments and organizational levels.
  • Engage in cross-functional customer meetings to review service delivery and strategize opportunities for improvement.

Requirements

• High School Diploma (required).
• Current or previous experience in Exports (required).
• Comfortable communicating via phone, fax, and email (required).
• Excellent verbal, written, and interpersonal communication skills with emphasis on attention to detail (required).
• Effective customer service, problem-solving, and conflict resolution skills (required).
• Intermediate proficiency in Microsoft Office Suite (required).
• Demonstrated expertise utilizing custom applications (required).
• Ability to handle timely order management, accurate export documentation, and problem resolution (required).
• High adaptability to diverse customers, changes in international regulations, and new software systems (required).
• Consistently exhibit a positive attitude and exceptional work ethic (required).
• Demonstrate professionalism in all dealings with customers (required).

Qualifications

• College Degree in a Business-Related Field (preferred).
• Experience in a high-paced office setting (preferred).
• Training or experience in Lean or other Continuous Improvement programs (preferred).
• Proficiency in Business Objects (preferred).
• Fluency in a second language (preferred).
• Transactional Lean trained and certified (preferred).
• Fast learner with a sharp mind, able to work comfortably in team or independently (preferred).
• Business Objects Training/Expertise (preferred).

Benefits

Sherwin-Williams offers world-class benefits designed to support employees and their families, including:

• Retirement plans.
• Healthcare benefits.
• Total well-being programs.
• Flexibility to enhance health and well-being.
• Opportunities for career development and skill growth.
• Inclusive team environment and community commitment.

For more details, visit http://www.myswbenefits.com/ (select "Candidates").

Pay

Compensation decisions depend on factors such as skill sets, experience, training, and business needs. The wage range for this role is provided based on these considerations and may vary based on geographic location.