Position Overview
The Director of Customer Service is responsible for leading the North American Regional Customer Service management team with positivity, professionalism, and passion to promote a culture of excellence, development, productivity, and inclusion. The Director of Customer Service is responsible for managing the entire customer support functional area for North America PCG Facilities and for developing and executing priorities and strategic initiatives aligned with the Division goals.
- 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.
Responsibilities
CORE RESPONSIBILITIES AND TASKS
- Develop and execute Facilities strategic initiatives to improve customer relations, training and experiences.
- Advance the overall Customer Service team strategy through effective talent management, development, and succession planning; this will include implementation of Regional Customer Service Managers.
- Drive culture of inclusion and continuous improvement by supporting ID&E and L&OD initiatives including but not limited to trainings, talent management, and individual development plans.
- Provide guidance, support, prioritization, and coordination of the activities of the Customer Service Team and execute the strategy of PCG Facilities and their business partners, ensuring customers service expectations are met or exceeded.
- Coach, monitor, and assist Customer Service Management team in the selling of Sherwin Williams' products ensuring teams are fully informed of new information related to products, procedures, customer needs and company related issues, changes, and or actions
- Establish policies and procedures and enforce compliance to ensure maintenance of accurate customer work order / data files.
- Be the voice of the customer in the development and continuous improvement efforts for existing and new systems and technology.
- Communicate and escalate customer concerns or needs as appropriate to Facilities leadership and the appropriate business partner.
- Analyze and determine specific areas of customer needs and continually develop and implement the support systems to meet those needs
- Establish and track routine detailed reports of customer complaints and progress toward resolution, as well as performance metrics including, but not limited to: calls, dollars shipped to, quality issues and communicate to key stakeholders
- Work with PCG Leadership, GSC and Operational Excellence to define KPIs for operations and business needs such as OTIF, lead times, customer response times, etc.
- Serve as PCG Facilities lead to develop and implement processes to improve customer satisfaction through improved processes utilizing either current or modified technology systems (for example, customer intelligence tool, rush batch process, facility connectivity, etc).
- Ensure that customer service representatives are trained to enhance the direct sales effort and increase customer confidence in both products and services.
- Manage escalated customer inquiries and ensure team is providing accurate information regarding product deliveries, product applications and process orders accordingly.
- Work with Operational Excellence team to develop improved systems to more accurately and quickly respond to customer information requests.
- Monitor and adjust staffing to ensure service levels are being met by focusing on call and processing volumes and ensuring appropriate staff are crossed trained to meet needed forecast.
Qualifications
POSITION REQUIREMENTS
FORMAL EDUCATION:
Required:
Preferred:
KNOWLEDGE & EXPERIENCE:
Required:
- The incumbent must be fully aware of customer product information, technical and paint systems needs, and be able to utilize all available resources to satisfy these needs while remaining within budget
- The incumbent must understand what issues are extremely important and urgent to our business and be able to alert the highest levels in our organization of potential problems (product, color, and internet) that need to be addressed immediately.
- Management experience with strong organizational and communication skills
- Demonstrated ability to motivate and communicate with others at all levels
Preferred:
- 2-3 years experience in Operations or Customer Service management from any division within Sherwin Williams or external.
- 5+ years experience in managing teams
- 5+ years in customer facing roles
- Experience developing and implementing strategy and goals for a customer service department
TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)
WORK SCHEDULE:
- Monday through Friday, 40 hours per week
- Hybrid and/or remote schedule will be determined by the candidate's location
"This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa."
About us
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 you the space to share your strengths and we want you show us what you can do. You can innovate, grow and discover in a place where you can thrive and Let Your Colors Show!
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.
Sherwin-Williams is proud to be an Equal Employment Opportunity/Affirmative Action employer committed to an inclusive and diverse workplace. 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.
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