Customer Service Operations Manager

CORE RESPONSIBILITIES AND TASKS 

•    Manage, supervise, and lead the Customer Service personnel.
•    Manage incoming phone calls and emails
•    Manage customer inquiries by ensuring team is providing accurate information regarding products and product applications and process orders accordingly
•    Manage Custom Order Entry Process 
o    Assist customers by determining needs and presenting appropriate products and services
o    Establish and maintain accurate customer work order files and formulas.
o    Record information on appropriate forms for proper completion of orders and requests
•    Manage sales transactions through POS
o    Ensure sales transactions are completed accurately
o    Operate the POS for all types of transactions
o    Ensure merchandise has been processed through POS or recorded on manual POST form prior to merchandise leaving the Facility
•    Ensure customers’ quality and service expectations are met
•    Achieve facility sales budget
•    Achieve operating profit goals
•    Achieve on-time delivery goals
•    Achieve or exceed controllable contribution goals 
•    Generate productivity improvements
•    Maintain a safe work environment
•    Assist in developing and implementing facility market plan based on market conditions, facility mission and 
•    financial/budget objectives.
•    Assist in conducting periodic market research studies to assist in developing marketing plans and strategies for 
•    the facility to include:
o    Profiling key competition in the market
o    Visit competition.
o    Conduct competitive product testing and comparisons to S-W and identify strengths and weaknesses of competitors versus Sherwin-Williams.
•    Ensure customers are serviced appropriately to meet their expectations.
•    Support sales rep selling activities.
•    Assist in handling customer complaints within region guidelines.
•    Ensure all transactions are handled properly through the store computer operating system.
•    Assist in maintaining store computer operating system and troubleshoot system as necessary.
•    Ensure all customer orders are accurately prepared and records maintained.
•    Partner with the Logistics team to ensure orders are delivered to customers in a timely manner.
•    Assist in conducting physical inventory in a timely and accurate manner.
•    Ensure that 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.
•    Perform/direct processing of daily batch paperwork.
•    Ensure policies and procedures for handling hazardous material are implemented appropriately and reported promptly as required.
•    Ensure Customer Service employees are meeting performance expectations. Address any issues with performance in a timely manner.
 

POSITION REQUIREMENTS 

 

FORMAL EDUCATION: 

Required:

• Minimum high school education or GED

Preferred:

• Bachelor’s Degree in a business-related field

 

 

KNOWLEDGE & EXPERIENCE:

Required:

• Must have three (3) years of experience in customer service or equivalent.

 

Preferred:

• Prior experience in managing and training.

 

 

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Proficient in Microsoft Office Suite

 

TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)

•    0% 

WORK SCHEDULE:

•    Monday through Friday, 40 hours per week

This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.

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.