This role is responsible for managing customer orders from multiple channels, ensuring timely entry, accuracy, and clear communication on order status and shipping dates. It includes monitoring open orders, handling rush or expedite requests, tracking shipments, and providing necessary documentation to customers. The position also supports account maintenance by processing complaints, credits/debits, account updates, and acting as a liaison between sales and pricing teams. Additionally, it involves proactive customer engagement, forecasting support, and serving as a resource for training and escalation support within the team.
This position is also eligible for [bonus] based on performance and subject to the terms of the Company’s applicable plans.
This position is eligible for health benefits, such as medical, dental and vision coverage, Flexible Spending Accounts (FSAs), disability coverage, security, retirement and saving benefits, and more. Additional benefits include a generous time away from work package, including personal leave, paid parental leave, medical leave, vacation, holidays, among other benefits.
Order Entry:
Receive orders from EDI, email, phone, and fax from assigned accounts.
Enter orders as appropriate to meet ship date requirements. If not doable, communicate appropriately.
Confirm/Acknowledge the order receipt and provide shipping dates to the Customer.
Reviewing Open Order Report daily for any issues with orders and communication if applicable.
Enter Rush Requests if necessary, following process and procedures
Enter Expedite Requests if necessary, following process and procedures
Track shipments if needed via carrier websites.
Provide documents at Customer requests (CofAPDS/SDS).
Provide back up for orders from Salesforce.
Participate in the phone queue for general inquiries.
Account Maintenance:
Enter Customer complaints into Quality System as needed.
Enter credits/debits as required from Salesforce inbox or via the Sherwin-Williams Credit Team.
Process requests for new Ship To’s for existing accounts.
Update Customer permanent text in ERP as required.
Works as a liaison between Sales Representative and the Pricing when any changes occur.
Proactive Management:
Proactively reach out to Customer to gage their satisfaction and understand service failures.
Proactively reach out to Customers to get forecast information.
Provide forecast information to the sales representative and via Customer Intelligence.
Other:
Provides training to new Account Specialists I if applicable.
Level II support for Customer issues that arise that an Account Specialist I cannot manage.
KNOWLEDGE & EXPERIENCE:
Required:
Must have a high school degree or equivalent.
Must have two (2) years of clerical or office support
Must Basic Microsoft Office Skills
Preferred:
Have a bachelor's degree.
Have External Business-to-Business Customer facing experience
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.
Our mission began more than 150 years ago in 1866 when Henry Sherwin and Edward Williams founded the company in Cleveland, Ohio. The duo went on to shape an industry and create a global legacy. That legacy continues on today as we look ahead and continue to innovate our future. With stores, distribution centers and facilities spanning the globe, we're able to deliver the best in paints, coatings and related products to the world. From our headquarters to our 130 distribution centers and more than 5,000 retail locations, we continue to grow in new and exciting ways.
Here, there's no one path to success. Our 64,000+ employees are diverse, innovative and passionate. Our employees worldwide bring their energy and unique perspectives to each new day. We believe in careers that grow with you and open up new opportunities. With the support of a global team, you can innovate, grow and discover a career where you can thrive and Create Your 𝗣𝗼𝘀𝘀𝗶𝗯𝗹𝗲™.
Equal Opportunity Employer of all protected statuses, including disability and veteran.
