Customer Service Supervisor

Additional Information:

This role is not remote/hybrid. This role will report to Facility: 2920 Stewart Creek Blvd Charlotte NC 28216 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.

• Direct a team of individuals to manage the facility’s top ten key accounts as assigned.
• Assist ISR in making weekly inside sales calls to ensure the manager and staff achieve a minimum of twenty calls per week.
• Conduct monthly safety training and maintain records.
• Compile and update customer profiles to be utilized by all customer service staff.
• Make joint sales calls to top key and opportunity accounts with servicing reps.
• Provide ongoing coaching and mentoring for customer service staff.
• Direct supervision of facility sales coordinator and customer service staff.
• Run customer orders through Custom Order Entry at time order is placed.
• Run sales transactions through POS.
• Achieve customer satisfaction score >/= to budget.
• Achieve >/= sales/FTE vs. last year.
• Achieve passing audit score by following Company Policy and Procedures.
• Coordinate the preparation and delivery of customer orders ensuring they are filled accurately and delivered in a timely manner to meet their expectations.
• Assist in handling customer complaints within district guidelines as directed.
• Support sales rep selling activities.
• Ensure all transactions are handled properly through the store computer operating system.
• Assist in maintaining store computer operating system and troubleshoot system as necessary.
• Maintain accurate customer work order files and formulas.
• Place and follow-up on purchases from outside vendors per established policy.
• Assist in conducting physical inventory in a timely and accurate manner.
• Ensure the Facility is properly equipped and maintained to support the marketing plan.
• Ensure safety, loss prevention and security practices are followed according to policy and correct or report non-compliance.
• Ensure policies and procedures for handling hazardous material, as outlined in the Work Safe Manual, are implemented appropriately and reported promptly as required.
• Assist in determining staffing needs, recruit store employees accordingly with proper approval, and establish work schedules as appropriate.
• Determine employee training needs and implement training as appropriate.
• Ensure the store staff performs at a level appropriate to meet store objectives by clearly communicating assignments and expectations.
• Assist in the preparation of staff performance appraisals.
• Assist in merchandising the Facility according to district or company guidelines, including monthly promotional package, Facility floor displays, etc.
• Perform/direct processing of daily batch paperwork.
• Perform/direct accounts payable process and preparation of necessary documents and checks.
• Respond to customer questions and complaints concerning their accounts.
• Perform/direct the accounts receivable function, including daily bank deposits, within established standards for bad debt, past due, DSO and overlimits.
• Perform/direct credit investigations and analysis on new and existing accounts, including contacting outside sources for information.
• Implement and maintain a systematic follow-up program of phone calls and visits for delinquent accounts.
• Review management/financial reports and resolve problems as necessary.
• Work with manager and sales reps to sell customers that present special credit problems and manage the accounts to ensure compliance with the program.
• Keep management informed of any significant changes in regard to payment habits of an account and promptly make them aware of problems.
• Assist with warehouse and delivery responsibilities as needed.
• Other duties as assigned.

Minimum Requirements:

• Must be at least eighteen (18) years of age
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future (e.g., OPT, CPT, H1B, EB-1,etc.)
• Must have a high school diploma or GED.
• Must have three (3) years of experience in customer service.

Preferred Qualifications:

• Have prior experience in managing and training
• Proficient in Microsoft Office Suite

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

Life … with rewards, benefits and the flexibility to enhance your health and well-being Career … with opportunities to learn, develop new skills and grow your contribution Connection … with an inclusive team and commitment to our own and broader communities It's all here for you... let's Create Your Possible

At Sherwin-Williams, part of our mission is to help our employees and their families live healthier, save smarter and feel better. This starts with a wide range of world-class benefits designed for you. From retirement to health care, from total well-being to your daily commute - it matters to us. A general description of benefits offered can be found at http://www.myswbenefits.com/. Click on “Candidates” to view benefit offerings that you may be eligible for if you are hired as a Sherwin-Williams employee.

Compensation decisions are dependent on the facts and circumstances of each case and will impact where actual compensation may fall within the stated wage range. The wage range listed for this role takes into account the wide range of factors considered in making compensation decisions including skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. The wage range, other compensation, and benefits information listed is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable federal, state, and local laws including with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act where applicable.

Sherwin-Williams is proud to be an Equal Employment Opportunity employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.

As a VEVRAA Federal Contractor, Sherwin-Williams requests state and local employment services delivery systems to provide priority referral of Protected Veterans.

Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.