Customer Service - Export Specialist

Sherwin-Williams•Cleveland, OH

18h•Onsite

About The Position

This position is responsible for developing, implementing, documenting, and ensuring team compliance with export processes and procedures. The role involves facilitating the order-to-cash process, managing customer inquiries, building and maintaining internal/external business partnerships, providing problem resolution, and managing accounts. The specialist will act as a customer expert for business teams, coordinate national and regional shows, document new procedures, and demonstrate expert use of CRM. They will also engage in cross-functional meetings to review service delivery and strategize for future customer needs. This role requires a high level of adaptability to diverse customers, changes in international regulations, and software implementation. Travel up to 10% is required. Access to confidential information necessitates a criminal history review. This is an on-site position at Sherwin-Williams Global Headquarters in Cleveland, OH.

Requirements

High School Diploma
Current or previous experience in Exports
Comfortable to communicate via phone, fax and e-mail
Excellent verbal, written and interpersonal communication skills with emphasis on attention to detail
Effective customer service, problem solving and conflict resolution skills
Microsoft Office Suite intermediate proficiency
Demonstrated expertise utilizing Custom Applications
Must be able to easily handle timely order management, accurate export documentation and problem resolution
High level of adaptability to diverse customers, changes in international regulations and implementation of a new software system
Consistently exhibit a positive attitude and exceptional work ethic
Demonstrate professionalism in all dealings with inside and outside customers
Must be eighteen years of age or older
This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H-1B visa.

Nice To Haves

College Degree in a Business Related Field
Experience in a high paced office setting
Training or experience in Lean or other Continuous improvement programs
Proficiency in Business Objects
Fluency in a second language
Transactional Lean trained and certified
Fast learner with a sharp mind, able to work comfortably in team or independently
Business Objects Training/Expertise

Responsibilities

Facilitate Order to Cash Process: Ensure orders are correctly and accurately input, review pricing for accuracy, track customer orders, and adhere to defined turnaround times.
Utilize various work flows including International, VOC and Pricing to gain needed approvals for customer orders to ship as completely as possible while adhering to regulatory and financial requirements.
Field customer inquiries via multiple modes of communication (e-mail, fax, phone), controlling customer experience through positive language and professional correspondence.
Maintain customer shipping profiles within the order management system.
Adhere to defined business and customer specific SOPs and Profiles.
Build and Maintain Internal/External Business Partnerships: Promote positive working relations with internal and external departments, partner closely with Sales Teams and SW Subsidiaries, send forecast data to Product Planning, and support Inventory Management.
Provide Problem resolution: Facilitate timely and correct handling of reported Overages, shortages and damages, process credit requests promptly, and run reports to document recurring issues.
Identify internal and external roadblocks to customer satisfaction and provide feedback and ideas for improvement.
Account Management: Maintain current vendor guides, coordinate all facets of account management for Strategic accounts, and manage Vendor Portals.
Act as customer expert for business teams: Coordinate and attend national and regional shows, document new procedures, update current guides and SOPs, and demonstrate expert use of CRM.
Interpret the validity of data being provided from external groups and suggest changes and corrections as needed.
Contribute to Department Initiatives: Facilitate as lead on group and department projects and activities, develop, implement, document, and ensure team compliance with export processes and procedures, provide complex reports, manage communications, and represent SW across customer departments.
Engage in regular, cross-functional, customer meetings to pro-actively review service delivery, and strategize opportunities for new or improved product and service solutions to meet future customer needs.
Influence peers and non-team members to meet and exceed customer expectations while promoting SW.