Customer Service Manager, Strategic Accounts

Position Summary:  The Customer Service Manager for Strategic Accounts is primarily responsible to accelerate sales growth and to manage the day to day needs of select strategic Sherwin-Williams customers.  This role will provide support and guidance as the first line of communication to assigned customers. The Customer Service Manager will engage with commercial leaders, marketing teams, internal and external distribution branches and sales reps, and ultimately end-use customers.

 

• If the identified candidate is in Cleveland, OH, they will have a hybrid schedule out of the Cleveland HQ office. 
• If the identified candidate is not local to Cleveland, OH, there may be an option for a local office or a full remote work schedule. 
• This position will also require travel throughout North America.

 

CORE RESPONSIBILITIES AND TASKS     

• Overall: 
• Improve customer service experience, create engaged customers and facilitate organic growth.
• Take ownership of customer issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused towards that mission.
• Develop service procedures, policies and standards.
• Supervise a team of customer service representatives.
• Recruit, mentor and develop customer service representatives.
• Apply best practices to areas of improvement.
• Provide training to new CSRs as applicable. 
• Work to develop strong relationship with customer contacts.  Ensures a positive attitude and friendly interaction even during challenging situations.

 

• Order Management:
  • Receive orders from EDI, email, phone, fax from assigned accounts.
  • Enter order as appropriate to meet ship date requirement.  If not doable, communicate appropriately.   
  • Provide timely order acknowledgement and shipping date confirmation to the customer. 
  • Make regular, weekly customer contact to support management of on-hand inventory and solicit new orders.
  • Responsible for bulk tank inventory management by using telemetry tools and direct/indirect solicited customer feedback.
  • Reviewing Open Order Report daily for any issues with orders and communicate if applicable. Troubleshoot issues and actively seek to find resolutions.
  • Identify and recognize supply constraints and actively work in conjunction with facilities and/or commercial to make recommendations to maintain supply.
  • Perform activities related to customer consignment.
  • Participate in customer escalation process, as required.
  • Provide data and information to key customer as requested, including weekly order status report
  • Track shipments if needed via carrier websites. 
  • Provide documents at customer request (CofA/PDS/SDS). 
  • Follow up appropriately and timely with customer inquiries and orders.
  • Provide back-up to other customer accounts as needed.

 

• Account Management: 
  • Serve as liaison between customer and internal functions, particularly Sales and GSC.
  • Route opportunities to the appropriate sales or technical professional for development and closure
  • Communicate regularly with sales team and highlight all roadblocks.
  • Proactively reach out to customer to gage their satisfaction and understand service failures. 
  • Proactively reach out to customers to get forecast information. 
  • Provide forecast information to the sales representative via Customer Intelligence. 
• Enter customer complaints into Quality System as needed. 
• Utilize SalesForce for account management and communication as requested.
• Works as a liaison between Sales Representative and Pricing when any changes occur. 

 

POSITION REQUIREMENTS 

 

FORMAL EDUCATION: 

Required:

• Bachelor’s Degree or 4 years of experience in Customer Service, Sales, Operations, Supply Chain, or Customer Account Management

 

KNOWLEDGE & EXPERIENCE:

Required: 

• At least 2 years of experience leading a team

 

Preferred:

• 5+ years of customer service or account management experience 
• Proficiency with ERP’s and CRM systems
• Experience with inventory management
• Involvement with supply chain and demand planning
• Proven ability to collaborate cross-functionally 

 

TECHNICAL/SKILL REQUIREMENTS:

Required:

•  Basic MS Offic