Customer Service - Export Specialist

This position is responsible for providing excellent customer service and order management support to external and internal customers and brands through a variety of communication mediums. Responsibilities include, but are not limited to: 

CORE RESPONSIBILITIES AND TASKS: 

Facilitate Order to Cash Process 

• Ensure orders are correctly and accurately input by partnering with Fulfillment coordinators in the order review process 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 work flows 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 and 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 
• 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 complex reports at the request of Supervisor, Manager or Director. 
• 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. 

Travel Requirement: Up to 10%

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

This role is not remote/ hybrid and will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.

POSITION REQUIREMENTS:

Required: 

• High School Diploma 
• Must be eighteen years of age or older
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
• A candidate who has current or previous export experience 
• Comfortable to communicate via phone, fax and e-mail.
• Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail 
• Effective customer service, problem solving and conflict resolution skills 
• Microsoft Office Suite intermediate proficiency 
• Demonstrated expertise utilizing Custom Applications   
• Must be able to easily handle timely order management, accurate export documentation and problem resolution 
• High level of adaptability to diverse customers, changes in international regulations and implementation of a new software system 
• Consistently exhibit a positive attitude and exceptional work ethic 
• Demonstrate professionalism in all dealings with inside and outside customers 

Preferred: 

• College Degree in a Business Related Field 
• Experience in a high paced office setting 
• Training or experience in Lean or other Continuous improvement programs
• Proficiency in Business Objects 
• Fluency in a second language 
• Transactional Lean trained and certified 
• Fast learner with a sharp mind, able to work comfortably in team or independently. 
• Business Objects Training/Expertise