This position is responsible for overseeing a team of Customer Service Professionals as they work to provide superior order management and account support to all sectors of business including The Americas Group, Consumer Brands Group and Performance Coatings Group – both domestically and internationally.
POSITION REQUIREMENTS:
Employee Engagement and Development
- Supervise and develop a team of professionally graded Customer Support Specialists, Representatives and Agents who support annual combined sales of over $15 billion for The Americas Group, Consumer Brands Group, and Global Supply Chain including ongoing consideration for remote/decentralized agent support as well as HQ/on-site based teams.
- Post positions, review resumes, conduct interviews and hire quality candidates through timely, fair, and inclusive evaluation processes, in partnership with HR.
- Ensure optimal business coverage through scheduling, work volume monitoring and statistical analysis of business trends, balancing meeting world class service levels with fair and cost-effective staffing.
- Align individual staff strengths with department and business needs.
- Monitor trends in personnel performance and escalate feedback/guidance with active HR Partnership as necessary.
- Maintain an active, engaged presence with direct report team including demonstrating an open-door policy.
- Develop and enhance employee competence and effectiveness by providing on-going guidance, mentoring, feedback, and motivation of staff to ensure competent performance and succession planning while adhering to department and corporate policies and procedures.
- Encourage and reinforce the proper use of systems, tools, and processes.
- Identify and provide training opportunities to subordinates aligned with professional needs and goals.
- Make recommendations to adjust staffing to ensure service levels are being met by monitoring contact rates, transactional volumes, and cross-training to meet evolving business needs.
- Compare the leadership potential of different team members and determine project lead assignments that promote successful outcomes and personal growth.
Productivity, Continuous Improvement & Goals
- Promote Transaction Lean training, active CI project participation, and formal LEAN certification.
- Maintain an active, engaged presence, perform live contact monitoring and maintain monthly performance stats (i.e. productivity rates), provide timely, productive feedback to staff, recognize and coach employees not meeting world class standards of customer contact quality.
- Assign and track individual, team, and department goals to ensure clear communication and optimal agent and team performance.
- Support and promote all company and department service and quality initiatives.
- Work effectively together with other supervisors and managers to create maximum synergy, coordination, and cooperation, lead supervisor engagements in identifying and sharing best practices across business units, mentor new supervisors and leverage best practices across teams to achieve success in CIPs and goals within and between business units.
- Support Manager on road-mapping continuous improvement initiatives and executing key, high-level projects.
- Serve as Customer Support representative where cross functional collaboration is required, providing effective partnership with key customers, suppliers, Global Supply Chain, Ops, and Sales leadership on day-to-day business operations as well as in providing special project support, including high impact projects such as system implementations, acquisitions/integrations, and CIP.
- Monitor trends in operations or business performance and escalate as necessary.
- Assist Manager in designing goals that help employees reach their potential while ensuring sound, strategically aligned business results.
Business Leadership
- Actively collaborate with all peer Supervisors across the broader Customer Support team, leverage best practices, shared goals, training, and resources – including actively advocating for direct reports and collaborating to identify career path and development opportunities between teams.
- Maintain strong network of internal partners including Sales, Marketing, GSC/Operations, Data Integrity, Supply Chain Planning, Financial Services, and Regulatory.
- Minimize discrepancies/errors/security breaches and/or customer escalations through effective coaching, support, supplemental training, and ongoing understanding of departmental procedures to ensure contact quality and compliance of all transactions.
- Provide staff assistance including directly managing escalated calls from customers, share learnings with others, and insure the capture/delivery of quality issue details into the PQR process (Product Quality Reporting).
- Partner with Managers on evaluating long-term resource and system needs.
- Champion advanced business intelligence reporting. Recognize when a report is needed, largely independently create appropriate reports from BusinessObjects, Excel, Tableau, etc., train/develop and support other team members learning these reporting tools.
- Lead training for business-specific activities on primary team including on-boarding and mentoring of new supervisors as well as support training/mentoring of peer supervisors across other business units.
Travel Requirement: Up to 10% 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 role is not remote/ hybrid and will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.
Position Requirements:
Required:
- Must be eighteen (18) years of age or older
- Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future
- High School Diploma
- 4+ years of Customer Service or related Supply Chain experience.
- Strong communication and understanding of systems and requirements in a fast-paced customer-facing contact center.
- Excellent prioritization, organizational, communication and interpersonal skills.
- Effective delegation of daily and/or tasks to Individual Contributors.
- Utilization of various reports and tools to make business decisions and evaluate hiring needs.
- Willing to be available to staff and management for special projects and / or work duties beyond normal business hours.
- Custom application experience including Advanced Order Management system (AOM), Inventory Analysis systems (IVAN), advanced business intelligence/reporting tools (BusinessObjects, Tableau), Customer Relationship Management database (SalesForce CRM), timesheet/schedule management software, Contact Center Phone Systems (CISCO/Verint), advanced Excel skills.
Preferred:
- College Degree in a Business-Related Field
- Previous supervisory or management experience. Demonstrated competence in hiring, training, and mentoring others.
- Experience with systems and requirements within the Global Supply Chain’s Customer Support department.
- Working knowledge of Best of Breed (BoB) and Enterprise Resource Planning (ERP) strategies.
- Transactional Lean / Six Sigma Training.
- Management and analysis of OSCC skill-based system and agent scheduling/assignments.
- Advanced knowledge and experience in delivering training for systems/processes including but not limited to J29 application, batch-tracking, make & ship orders, pricing workflow management, advanced AOM routines, EDI.
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.