Job Description

Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

The Customer Service Specialist may perform similar duties as the Customer Service Representative; however, it is distinguished by typically handling more complex customers or product lines, being able to handle both domestic and export orders, and being able to solve more difficult customer issues.

• Places customer sales orders in a timely manner and before order cut-off; handles complex customer needs via mail, phone, or electronic contact, including order entry, adjustments, and resolution of questions or complaints.
• Handles all levels of order complexity, including export paperwork and required certifications.
• Responds to a wide scope of inquiries and complaints, liaising with relevant departments as needed.
• Assists with reviewing and coordinating customer service activities related to shipping, plant schedules, inventory levels, and sales by reviewing reports, orders, and shipments.
• Builds strong customer relationships and acts as a liaison between sales and customers to clarify orders, provide technical guidance where appropriate, and facilitate recurring or new orders.
• Onboards and trains new Customer Service agents, including system access setup, on-the-job coaching, and identification of re-training needs.
• Demonstrates a proactive mindset, supports the team overall, ensures positive reinforcement, and contributes as a Subject Matter Expert to projects (e.g. Salesforce, NPI, Export, Client onboarding, Warehouse and IT enhancements).
• Participates in key meetings upon request, develops and reviews customer correspondence and documentation, and performs other duties as assigned.

• 2-3 years of progressive customer service experience.
• High school graduate or equivalent education and experience.
• Providing customer service;
• Resolving customer problems and concerns;
• Developing correspondence and communications;
• Working with other departments and divisions;
• Applying department policies and procedures to difficult situations;
• PC skills; ERP (SAGE and/or SAP and/or Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required.
• Communicating with co-workers to provide and receive direction.
• Export experience, knowledge of Incoterms and export documentation
• Italian, English, German

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

Eligibility to Work
You will need to provide proof of right to work. It is a condition of any offer of employment we make to you that you have the permission to work in the country for the role for which you are applying for.

Equal Opportunity Employer
An equal opportunity employer, all qualified applicants will receive consideration for employment and will not be discriminated against based on race, colour, religion or belief, gender, sexual orientation, gender identity, ethnic or national origin, disability, age pregnancy or maternity, marital or civil partner status, or any other protected characteristic prohibited by law.

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.