Customer Service Representative

About the role

The Product Support E-Business Team provides customer support for Sherwin-Williams' architectural product lines. Employees handle inquiries through phone, email, and live chat, and are responsible for maintaining a positive customer experience.

Responsibilities

• Contact Management
• Handle consumer and business group inquiries via phone, email, and web chat
• Control customer experience through positive language and professional, courteous communication
• Supply prompt and inclusive responses to customers
• Capture critical data via CRM
• Promote brand awareness and sell contacts on products
• Practice Active Listening
• Product Knowledge and Advocacy
• Remain up to date on product/color/brand/account information
• Conduct hands-on product testing and offer recommendations
• Troubleshoot common user issues/mistakes
• Highlight product attributes and superiority to increase brand loyalty
• Compile, analyze, and communicate specific brand or account information
• Identify complaint trends and customer suggestions
• Assist in department training activities
• Problem Resolution
• Utilize resources and procedures to facilitate the timely and correct handling of product quality issues
• Process customer refund requests
• Support ongoing improvement in product quality
• Build and Maintain Business Partnerships
• Foster sound working relationships with marketing teams
• Support sales team by developing and maintaining positive relations with customers
• Develop training modules and lead hands-on product training sessions
• Act as point person for ad hoc brand-related situations
• Participate in Department Initiatives
• Participate in Lean projects
• Partner with Methods & Procedures team to ensure standards are followed
• Manage communications and flow of information
• Represent Sherwin-Williams across customer departments and organizational levels

Qualifications

• High School Diploma or equivalent
• Customer Service or related experience
• Excellent verbal, written, and interpersonal communication skills
• Effective customer service, problem-solving, and conflict resolution skills
• Intermediate proficiency in Microsoft Office Suite
• Demonstrated experience utilizing Custom PC Applications
• Demonstrate professionalism in all dealings with inside and outside customers

Additional Comments

The 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.