Customer Service Specialist - Delivery - The Sherwin-Williams Company
Cleveland, OH
About the Job
The shift for this opening is 10:00 am - 6:30 pm EST
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.
Core Responsibilities
* Complete all delivery exceptions in a timely manner that meets or exceeds the requested time window
* Maintain and update delivery resources when exceptions occur
* Professionally communicate with area district management and establish professional relationships with drivers, store managers and branch managers
* Provide driver schedule, customer order entry, and store personnel support as it relates to the Sherwin-Williams Delivery Service
* Effectively communicate via phone, text, and email
* Review and confirm daily fleet vehicle and employee rosters
* Provide support for multiple districts throughout Paint Store's Group
* Provide transportation safety expertise to ensure DOT safety compliance for all Paint Store's Group
* Understand Sherwin-Williams and customer safety protocol expectations as it pertains to delivery jobsites
* Generally monitor and track driver activity and behaviors, ie. rogue delivery accountability
* Add value to store operations and ensure overall customer satisfaction
* Understand and provide direction about how to properly transport Sherwin-Williams products and other related materials
* Identify and report procedure/policy violations to the appropriate field personnel
* Directly identify and address any issues constraining service in assigned districts
* Responsible for communicated metrics in his/her specific areas of responsibility
* Coach Field Partners on Policy & Procedure related to program
* Work with SWDS Supervisors to achieve department goals
* May recommend to Management procedural improvements to Delivery Operations Specialist role
* Become an expert user of all Department Software and train new hires/incoming Delivery Operations Specialists on software enhancements.
* Position may also be responsible for various administrative functions as needed by department
Education
Required:
* High School Diploma or GED
Preferred:
* Associates or Bachelor's Degree
Experience
Required:
* 1-2 years of experience in a customer service-based role
Preferred:
* SWDS Routing and Dispatching experience
* Experience working with Telematics and/or Logistics Software
Technical Requirements
Required:
* Dispatching and Routing Software Experience
* OSCC - Phones
* Multitasking in a fast-paced dynamic environment
* Time management experience working with deadlines
* Excel
Preferred:
* Previous Sherwin-Williams store operations and product knowledge
* FactFinder
* SherLink Applications
Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
VEVRAA Federal Contractor requesting priority referral of protected veterans.
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.
Core Responsibilities
* Complete all delivery exceptions in a timely manner that meets or exceeds the requested time window
* Maintain and update delivery resources when exceptions occur
* Professionally communicate with area district management and establish professional relationships with drivers, store managers and branch managers
* Provide driver schedule, customer order entry, and store personnel support as it relates to the Sherwin-Williams Delivery Service
* Effectively communicate via phone, text, and email
* Review and confirm daily fleet vehicle and employee rosters
* Provide support for multiple districts throughout Paint Store's Group
* Provide transportation safety expertise to ensure DOT safety compliance for all Paint Store's Group
* Understand Sherwin-Williams and customer safety protocol expectations as it pertains to delivery jobsites
* Generally monitor and track driver activity and behaviors, ie. rogue delivery accountability
* Add value to store operations and ensure overall customer satisfaction
* Understand and provide direction about how to properly transport Sherwin-Williams products and other related materials
* Identify and report procedure/policy violations to the appropriate field personnel
* Directly identify and address any issues constraining service in assigned districts
* Responsible for communicated metrics in his/her specific areas of responsibility
* Coach Field Partners on Policy & Procedure related to program
* Work with SWDS Supervisors to achieve department goals
* May recommend to Management procedural improvements to Delivery Operations Specialist role
* Become an expert user of all Department Software and train new hires/incoming Delivery Operations Specialists on software enhancements.
* Position may also be responsible for various administrative functions as needed by department
Education
Required:
* High School Diploma or GED
Preferred:
* Associates or Bachelor's Degree
Experience
Required:
* 1-2 years of experience in a customer service-based role
Preferred:
* SWDS Routing and Dispatching experience
* Experience working with Telematics and/or Logistics Software
Technical Requirements
Required:
* Dispatching and Routing Software Experience
* OSCC - Phones
* Multitasking in a fast-paced dynamic environment
* Time management experience working with deadlines
* Excel
Preferred:
* Previous Sherwin-Williams store operations and product knowledge
* FactFinder
* SherLink Applications
Sherwin-Williams is proud to be an Affirmative Action, Equal Employment Opportunity, Inclusion and Diversity Supportive Employer. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identify, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status or any other consideration prohibited by law or by contract.
VEVRAA Federal Contractor requesting priority referral of protected veterans.
Source : The Sherwin-Williams Company
