Product Support Customer Service Representative

This position is responsible for the day-to-day handling of all product-related requests and inquiries in support of Sherwin- Williams multitude of brands. The incumbent will regularly interact with consumers and other business groups through a variety of communication mediums including phone, e-mail, and web.

Additional Information

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

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.

Contact Management 

• Field inquiries via multiple modes of communication, including but not limited to e-mail, fax and phone and web chat. 
• 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. 
• Capture critical data via consistent and frequent use of CRM including case management, account contact, coding. 
• Present our company as the preferred supplier through quality customer contacts that result in customer perception of products and services far superior to our competition. 
• Increase sales through selling contacts on products and related materials during contact interactions. 
• Practice Active Listening 
• Promote brand awareness. 
• Support multiple moderate complexity level brands moving into higher complexity brand contacts. 

Product Knowledge and Advocacy 

• Remain up to date on product/color/brand/account information for all Consumer Brands Group brands/accounts, including information on competitors. 
• Conduct hands on product testing to gain exposure to new products and features and use experience to make recommendations. Troubleshoot common user issues/mistakes. 
• Highlight product attributes and superiority to increase brand awareness/loyalty. 
• Compile, analyze and communicate specific brand or account information for business owners to include monthly recaps and ad-hoc requests. 
• Identify complaint trends and customer suggestions; escalate to the appropriate parties, as needed. 
• Assist in department training activities for one or more functional areas or brands serviced by the department. 
• Determine the best method for relaying pertinent information to the department (e-mail, knowledge base articles, PowerPoint presentations, etc.). 
• Will be required to act as backup Brand Liaison for one or more brands to assist the Brand Liaison in whatever capacity is needed for the brand. Communicating directly with all necessary subject matter experts (marketing, R&D lab, and other functional areas). May be called upon to act in primary role in case of absence of Brand Liaison. Will work towards possessing the knowledge and skills necessary for becoming a primary Brand Liaison - with the possibility of being officially assigned the primary Brand Liaison role. These duties include acting as primary contact between the Product Support and Marketing  teams, work towards becoming foremost product expert to assist agents and customers with most complex product questions, communicate all relevant brand information to Product support team, create and maintain brand related training materials, deliver brand trainings, lead hands-on product training sessions, and act as point person for any ad hoc brand related situations. 

Provide Problem Resolution 

• Utilize resources and procedures to facilitate the timely and correct handling of product quality issues and record data in CRM and/or PQR system. 
• Process customer refund requests promptly and provide the necessary details so that claims may be reviewed and issued within a reasonable timeframe. 
• Contact counterpart on the appropriate Customer Service team, as needed, to facilitate account credits relating to reported product quality issues. 
• Support ongoing improvement in the quality of our products and services through timely and accurate recording of product quality issues. 

Build and Maintain Internal/External Business Partnerships 

• Foster sound working relationships with marketing teams and maintain regular contact to ensure information is up to date. 
• Support sales team by developing and maintaining positive relations wit