Product Support CS Color Representative

This role provides a range of technical and creative support during one of the most critical parts of the customer’s paint purchase journey. Support includes providing color formulas and color-matching services as well as assisting in providing color design advice across a wide range of color system, product, and brand platforms. 

This role recognizes the urgency of our support to our retailers and demonstrates confidence in helping customers make informed decisions regarding color choice in their projects. 

Growth in this role will include increasing competence in the importance of color application, color theory, and design. 

 

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 position is responsible for the day-to-day handling of all color-related requests and inquiries in support of Sherwin- Williams Consumer Brands Group products. The incumbent will regularly interact with consumers and other retailers through a variety of communication mediums including phone, e-mail, web, and messaging. Responsibilities include, but are not limited to:

• Contact Management:
  • Frequent utilization of phone, email, and web messaging to field inquiries from Customers
  • Adherence to defined business rules and procedures to provide consistent service.
  • Prompt and inclusive responses to customers per department and business rules
  • Consistent and frequent use of CRM (Customer Relationship Management) application to capture critical data. 
  • Quality customer contacts that result in customer perception of products and services far superior to our competition by presenting our company as the preferred supplier 
  • Active Listening
• Product Knowledge and Advocacy
  • Continuously remain up to date on product/color/brand/account information for all Consumer Brands Group brands/accounts, including information on competitors
  • Hands-on product testing to gain exposure to new products and features.
  • Brand Liaison for at least one brand by continually developing product expertise and communicating directly with all necessary subject matter experts (marketing, R&D lab, and other functional areas)
  • Training assistance for one or more functional areas or brands serviced by the department.
  • Information sharing by determining the best method for relaying pertinent content to the department (e-mail, knowledge base articles, PowerPoint presentations, etc.)
  • Sales support by developing and maintaining positive relations with customers, which can substantially affect service and/or product revenues.
• Contribute to Department Initiatives
  • Lean project lead or team member participation to provide ideas and feedback to projects.
• Consistent information sharing and standards adherence through partnering with Methods & Procedures team.
• Communication and information flow management by representing SW across customer departments and organizational levels on a wide range of SW initiatives and issues.
• Acquisition and integration team involvement

FORMAL EDUCATION:

Required: High School Diploma 

Preferred: College Degree in a Business, Marketing and/or Design related field

 

KNOWLEDGE & EXPERIENCE:

 

Required:

• Comfortable communicating via multiple platforms. 
• Strong understanding of color and design

 

Preferred:

• Experience in a high paced office setting
• Coating application experience/knowledge
• Experience in leading training initiative
• Sherwin-Williams store experience
• Sherwin-Williams Customer Support experience

 

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Microsoft Office Suite intermediate proficiency
• Flexibility and adaptability
• Problem Solving

 

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. 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. We’ll give y