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Customer Service Supervisor
2 months ago
As a Customer Service Supervisor at The Sherwin-Williams Company, you will play a key role in evaluating changes to improve results, monitoring performance, resolving issues, and coaching, leading, and developing our Customer Service team.
Responsibilities:- Supervise staff and take a lead role in hiring, training, evaluating performance, providing compensation recommendations, and determining disciplinary actions when necessary.
- Act on staff developments alongside the approval of line manager.
- Ensure continuity in team with regards to backup, staffing levels, and succession planning.
- Develop policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and regulations.
- Assist with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and present them to management.
- Manage the development, analysis, and review of operational reports to improve cycle times, workflow volumes, and accuracy of customer data, and implement program changes as required.
- Oversee and manage customer service or account management issues with other departments, sites, and divisions, including senior management communications.
- Work closely with internal departments to ensure the smooth introduction of new or acquired products, replacement of discontinued operations, and related product or operational changes.
- Manage order input and handling process for defined customer base in ERP system.
- Manage customer complaints associated with orders, deliveries, returns, coordinating internally fast resolution and response to the customer.
- Five years of progressive customer service experience.
- Bachelor's degree in Business Administration, Marketing, or equivalent education and experience.
- Supervising and evaluating employees.
- Export order knowledge including Incoterms.
- Managing customer service and sales programs.
- Providing consultation and advice on various operational issues.
- Implementing programs, policies, and procedures.
- Applying intermediate sales, marketing, and account management principles and practices.
- Interpreting and applying department policies and procedures and applicable laws, rules, and regulations.
- Responding to and resolving complex customer questions and concerns.
- Confident presentation skills – ability to present to senior leadership and above.
- Ability to communicate clearly with stakeholders at all levels in the organization (tactical to executive level).
- Ability to work across multifunctional and multicultural teams within organizational structure.
- Managing programs with other departments and divisions.
- Working with senior management.
- PC skills; ERP (Oracle 11i and 12, Analytics), Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required.
- Communicating with co-workers to provide and receive direction.
