Facility Customer Service Coordinator II

WELCOME TO SHERWIN-WILLIAMS

Sherwin-Williams is the largest paints and coatings company in the world. With $15.8 billion in sales, more than 4,100 stores, and 140 manufacturing and distribution centers worldwide. Our 60,000 employees across the globe are diverse, innovative and passionate. With a variety of rewarding and challenging opportunities, Sherwin-Williams is a great place to launch and grow a career. Find yours and join us today.

SUMMARY OF POSITION:

This position is the internal sales “expert” for a facility, handling customer inquiries and determining their product needs. This position supports the growth of our business through supporting current and potential customers through handling customer inquiries and determining their product needs.

• Answer incoming phone calls.

  • Handle customer inquiries via the telephone by providing accurate information regarding products and product applications and process telephone orders accordingly

• Run customer orders through Custom Order Entry at time order is placed.

  • Assist customers by determining needs and presenting appropriate products and services

  • Establish and maintain accurate customer order files and formulas

  • Record information on appropriate forms for proper completion of orders and requests.

  • Coordinate the preparation and delivery of customer orders ensuring they are filled accurately and delivered in a timely manner to meet their expectations.

  • Place and follow-up on purchases from outside vendors per established policy

• Run sales transactions through Point of Sales (POS).

  • Ensure sales transactions are completed accurately

  • Support sales rep selling activities

  • Assist in maintaining store computer operating system and troubleshoot system as necessary

  • Ensure merchandise has been processed through POS or recorded on manual POST form prior to merchandise leaving the Facility

• Answer customer inquires and filter and escalate complaints

  • Communicate all customer complaints to manager to ensure a quick and accurate resolution

  • Act as liaison between customer, sales rep and store staff

  • Assist sales reps in making product recommendations to customers and resolving product knowledge questions

  • Assist in sourcing products required by customers that are not available in the Facility and, upon approval, place order and follow up as necessary

• Achieve customer satisfaction score >/= to budget.

  • Ensure customers’ quality and service expectations are met

• Achieve >/= sales/FTE vs. last year.

• Achieve passing audit score by following Company Policy and Procedures.

  • Follow pricing guidelines when quoting customers

  • Ensure accurate up dating of product information manuals, general price lists and customer price lists.

  • Follow designated loss prevention, security and safety practices according to policy and correct or report non-compliance of appropriate procedures/policies

  • Ensure policies and procedures for handling hazardous material, as outlined in the Work Safe Manual, are implemented appropriately and reported promptly as required.

• Document and refer potential wholesale leads to manager and/or sales rep

• Open and close Facility.

• Perform/direct credit investigations and analysis on new and existing accounts, including contracting outside sources for information

• Provide input regarding inventory levels in the warehouse/stockroom

  • Identify obsolete/damaged material and communicate to management

  • Locate out-of-stock items as necessary

  • Assist with conducting physical inventory in a timely manner

  • Ensure the facility is properly equipped and maintained to support the marketing plan.

  • Assist in merchandising the Facility according to district or company guidelines, including monthly promotional package, Facility floor displays, etc.

  • Assist with warehouse and delivery responsibilities as needed

• Review management/financial reports and resolve problems as necessary

• Perform/direct accounts payable process and preparation of necessary documents and checks

• Implement and maintain a systematic follow-up program of phone calls and visits for delinquent accounts

• Perform/direct processing of daily batch work

• Maintain facility to SW standards through proper maintenance, repair and housekeeping

  • Identify Facility problems and make recommendations

• Assist in determining staffing needs, recruit store employees accordingly with proper approval, and establish work schedules as appropriate.

  • Prioritize work assignments for other in-Facility staff

  • Determine employee training needs and implement training as appropriate

  • Ensure the store staff performs at a level appropriate to meet store objectives by clearly communicating assignments and expectations

  • Assist in the preparation of staff performance appraisals

    
    

• High school education or equivalent is required.
• Ability to work all scheduled hours as needed.
• Must have previous selling experience and strong customer relations skills.
• Must be able to retrieve material from shelves and lift and carry up to 50 lbs. on occasion.
• Employee must be able to operate a computer and communicate via the telephone.
• Must be able to operate a hand truck and/or material handling equipment.
• Employee must have a valid driver’s license.
• Must be able to distinguish one or more chromatic colors.
• Employee must be able to tolerate non-toxic paint odors and be able to wear a respirator as required.
• Must be legally authorized to work in country of employment without sponsorship for employment visa status.

• Prefer a bachelor’s degree in a business-related field.