Senior Export Specialist
Sherwin-Williams · Cleveland, OH · 4 wk ago
Customer ServiceFull-time
We need to output HTML fragment with sections: About the role? Actually we need to use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must include only sections that have real specific content. The posting includes responsibilities, qualifications (required and preferred), maybe About Us (but that's not a heading we need? Could be "About the role"? The job description includes a paragraph about purpose and benefits. There's a "Compensation decisions..." but no specific pay range given. No explicit pay or schedule details. Travel requirements: Up to 10% (that's schedule? maybe travel). Could include a "Travel" but not in allowed headings. We can maybe put under "Schedule"? Not exactly. The instruction: include a section ONLY when posting has real, specific content for it. So we can include Responsibilities, Requirements (maybe combine required and preferred?), Qualifications (maybe same as Requirements?), Skills, Benefits (there is a benefits description generic but not specific). The posting mentions benefits: "wide range of world-class benefits" but no specifics. That's vague; maybe we should not include Benefits because it's not specific. Pay: no specific range, just says wage range listed but not given. So we should not include Pay. Schedule: travel up to 10% maybe could be considered schedule? But not explicit schedule like full-time, shift. Might not include Schedule. Could include a "Travel" heading but not allowed. So maybe we only output Responsibilities and Qualifications (or Requirements). The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can choose which to include. We have Responsibilities content. We have Qualifications (required and preferred). Could also have Skills (maybe from qualifications). But we can combine required and preferred under Qualifications. Could also have About the role: the initial paragraph about purpose? The job description starts: "Job Description This position is responsible for providing superior customer service and order management support..." That's about the role. Could be About the role. So we could have About the role section with that paragraph. Then Responsibilities section with list. Then Qualifications section with required and preferred lists. Possibly Skills section separate? But we can embed skills inside Qualifications. The instruction: Prefer a few substantive sections over many thin ones. So maybe three sections: About the role, Responsibilities, Qualifications.
We must not repeat job title as heading. No Job ID etc. Remove boilerplate: EEO, legal, etc. Also remove application instructions, navigation, cookie, etc. The posting includes a lot of boilerplate at end about EEO, etc. We must remove that.
We must preserve all substantive information. So we need to include all responsibilities bullet points, all qualifications required and preferred, and the about role paragraph.
We need to format responsibilities as
- . Similarly qualifications as
- . For About the role, use
. We must not include headings with filler text. So ensure each heading has content. Let's extract About the role: The first sentence(s) after "Job Description". The text: "Job Description This position is responsible for providing superior customer service and order management support to external and internal customers and brands through a variety of communication mediums." That's it. Could also include the later "About Us" paragraph? That's about company, not role. Might be considered About the role? Probably not. We'll keep just that sentence. But there is also later: "At Sherwin-Williams, our purpose is to inspire and improve the world..." That's About Us, not role. Could be omitted as boilerplate? It's not legal but it's generic company description. Might be considered not substantive for the role? The instruction: preserve ALL substantive information; do not invent or summarize away detail. The About Us is substantive about company but not role. Might be okay to keep? But we have no heading for About Us. Could we put it under About the role? Might be stretching. Better to omit as it's not role-specific. The instruction says remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. About Us is not those. But we have no heading for it; we could include it as a paragraph under About the role? Might be okay but could be considered not role-specific. However, we need to preserve ALL substantive information; if we omit it, we lose info. But maybe it's considered boilerplate? It's generic marketing. Might be considered not essential for job posting. The instruction says preserve ALL substantive information; do NOT invent or summarize away detail. The About Us is substantive about the company, but not about the role. However, the job posting includes it; we might keep it as a paragraph under About the role or maybe a separate section "About the company"? Not allowed headings. Could we include it as a paragraph without heading? The instruction says output ONLY the HTML fragment; we can include
anywhere. But we need to use headings for sections; we can have extra paragraphs not under headings? Possibly yes, but they said use
for section headings (e.g. About the role, Responsibilities...). It doesn't forbid other paragraphs outside headings. But to be safe, we could include About the role paragraph that includes both the role description and the company purpose? Might be okay. Let's extract responsibilities list: Many bullet points after "Responsibilities include, but are not limited to:" then "Responsibilities POSITION RESPONSIBILITIES:" then a list of items each starting with a capitalized phrase. We need to capture each as
- . We'll need to parse them. Let's copy responsibilities text: "Facilitate Order to Cash Process Ensure orders are correctly and accurately input and confirming data with Customer via the acknowledgement process. Review pricing for accuracy and ensure all applicable/requested promotions are correctly applied to invoice. Partner with Pricing Group and/or Sales to correct price discrepancies. Track customer orders to ensure expectations are met and carriers deliver on time per shipping agreements. Deliver on business expectations by adhering to defined turnaround time(s) for order placement, email / fax response and call response. Utilize various workflows including International, VOC, and Pricing, to gain the needed approvals that allow customer orders to ship as completely as possible while adhering to regulatory and financial requirements. Contact Management Field inquiries via multiple modes of communication, including but not limited to e-mail, fax and phone. 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. Maintain customer shipping profiles within the order management system by creating workflow requests in CDI. Adhere to defined business and customer specific SOPs and Profiles in an effort to provide consistent service. Build and Maintain Internal/External Business Partnerships Promote positive working relations with internal and external departments (Customer Support, Marketing, Planning, Operations, Pricing, Finance, Regulatory). Partner closely with Sales Teams & SW Subsidiaries in the sharing of information through use of verbal communication, email and CRM. Send forecast data to Product Planning when pertinent. Support Inventory Management Operational Excellence through intelligent decision making and coordination with Plants and Distribution Centers. Influence peers and non-team members to meet and exceed customer expectations while promoting SW. Provide Problem resolution Utilize resources and procedures to facilitate the timely and correct handling of reported Overages, shortages and damages, and record data in CRM and/or E-trac system. Process credit requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe. Run reports to document recurring issues at customer and/or regional level including those related to Distribution or Carrier performance. Identify internal and external roadblocks to customer satisfaction and regularly provide feedback and ideas on how to remove in order to enhance service. Account Management Maintain current vendor guides and work with regulatory, operations, sites and planning to ensure compliancy. Coordinate all facets of account management for Strategic accounts including EDI and Manual orders, shipping updates, credit authorizations, and Vendor Portal management. Act as customer expert for business teams – providing guidance and information to peers and management as it pertains to accounts handled. Coordinate and attend national and regional shows in partnership with Sales and Marketing. Document new procedures and take responsibility for updating current guides and SOPS. Demonstrate expert use of CRM including case management, account contact, coding. Interpret the validity of data being provided from external groups and suggest changes and corrections as needed. Contribute to Department Initiatives Facilitate as lead on group and department projects and activities. This position is responsible for developing, implementing, documenting and ensuring team compliance with export processes and procedures. Provide complexreports at the request of Supervisor, Manager or Director. Partner with Methods & Procedures team to ensure standards are followed and information is consistent. Collaborate with Methods team to onboard new hires and develop business specific training. Manage communications and flow of information; represent SW across customer departments and organizational levels on a wide range of SW initiatives and issues. Engage in regular, cross-functional, customer meetings to pro-actively review service delivery, and strategize opportunities for new or improved product and service solutions to meet future customer needs. Influence peers and non-team members to meet and exceed customer expectations while promoting SW." We need to split into logical items. The original had headings like "Facilitate Order to Cash Process", "Contact Management", "Build and Maintain Internal/External Business Partnerships", "Provide Problem resolution", "Account Management", "Contribute to Department Initiatives". Each heading followed by sentences. We can treat each heading as a list item with its description. So we can create
- containing the heading bold? Not needed. Just plain text. Thus list items: 1. Facilitate Order to Cash Process: Ensure orders are correctly and accurately input and confirming data with Customer via the acknowledgement process. Review pricing for accuracy and ensure all applicable/requested promotions are correctly applied to invoice. Partner with Pricing Group and/or Sales to correct price discrepancies. Track customer orders to ensure expectations are met and carriers deliver on time per shipping agreements. Deliver on business expectations by adhering to defined turnaround time(s) for order placement, email / fax response and call response. Utilize various workflows including International, VOC, and Pricing, to gain the needed approvals that allow customer orders to ship as completely as possible while adhering to regulatory and financial requirements. 2. Contact Management: Field inquiries via multiple modes of communication, including but not limited to e-mail, fax and phone. 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. Maintain customer shipping profiles within the order management system by creating workflow requests in CDI. Adhere to defined business and customer specific SOPs and Profiles in an effort to provide consistent service. 3. Build and Maintain Internal/External Business Partnerships: Promote positive working relations with internal and external departments (Customer Support, Marketing, Planning, Operations, Pricing, Finance, Regulatory). Partner closely with Sales Teams & SW Subsidiaries in the sharing of information through use of verbal communication, email and CRM. Send forecast data to Product Planning when pertinent. Support Inventory Management Operational Excellence through intelligent decision making and coordination with Plants and Distribution Centers. Influence peers and non-team members to meet and exceed customer expectations while promoting SW. 4. Provide Problem resolution: Utilize resources and procedures to facilitate the timely and correct handling of reported Overages, shortages and damages, and record data in CRM and/or E-trac system. Process credit requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe. Run reports to document recurring issues at customer and/or regional level including those related to Distribution or Carrier performance. Identify internal and external roadblocks to customer satisfaction and regularly provide feedback and ideas on how to remove in order to enhance service. 5. Account Management: Maintain current vendor guides and work with regulatory, operations, sites and planning to ensure compliancy. Coordinate all facets of account management for Strategic accounts including EDI and Manual orders, shipping updates, credit authorizations, and Vendor Portal management. Act as customer expert for business teams – providing guidance and information to peers and management as
- . For About the role, use