Lead Customer Service

Sherwin-Williams

Nashville, TN

Wholesale & Retail Trade , Customer Service


Position Description / Responsibilities

Here, we believe there’s not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there’s a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. We’ll give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!

Sherwin-Williams values the unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.

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.
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
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
BASIC QUALIFICATIONS:
• 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.

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

Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. 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.


Position Requirements

BASIC QUALIFICATIONS:
• 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.


Application Instructions

Apply online at https://jobsearch.sherwin.com/en/job-description?jobNumber=210006U1

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