Customer Service Supervisor

Manages a broad customer service team operation for Packaging. Role involves direct management of agents. Other BU’s may fall in scope.

Responsibilities include managing the development and implementation of programs leading a team(s) to provide exceptional service to our customers. And taking a lead role in building strong relationships with key internal stakeholders to create an aligned vision for strategic business growth and overall sales.

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

Eligibility to Work

You will need to provide proof of right to work. It is a condition of any offer of employment we make to you that you have the permission to work in the country for the role for which you are applying for.

Equal Opportunity Employer

An equal opportunity employer, all qualified applicants will receive consideration for employment and will not be discriminated against based on race, colour, religion or belief, gender, sexual orientation, gender identity, ethnic or national origin, disability, age pregnancy or maternity, marital or civil partner status, or any other protected characteristic prohibited by law.

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.

• Supervises staff and takes a lead role in the hiring, training, evaluating performance, providing compensation recommendations, and determining disciplinary actions when necessary.
• Acts out actions with regards to the in paragraph 1 mentioned staff developments alongside the approval of line manager
• Ensure continuity in team with regards to backup, staffing levels and succession planning.
• Develops appropriate policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and (export) regulations, monitors compliance with these areas.
• Assists with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and presents them to management.
• Manages the development, analyses and review of a variety of operational reports to improve cycle times, workflow volumes, and accuracy of customer data, and implements program changes as required.
• Oversees and manages customer service or account management issues with other departments, sites and divisions, including senior management communications.
• Works closely with the relevant internal department to ensure the smooth introduction of new or acquired products, replacement of discontinued operations, and related product or operational changes.
• Manage order receipt & handling process for defined customer base in ERP system
• Manage customer complaints associated with orders, deliveries, returns, coordinating internally fast resolution and response to the customer
• Performs other duties as assigned.

FORMAL EDUCATION:

• Five years of progressive customer service experience.
• Required: Bachelor’s degree in Business Administration, Marketing, or equivalent education and experience.

TECHNICAL/SKILL REQUIREMENTS:

• Supervising and evaluating employees.
• Export order knowledge including Incoterms
• Managing customer service and sales programs, such as SalesForce.com.
• Providing consultation and advice various operational issues.
• Implementing programs, policies, and procedures.
• Applying intermediate sales, marketing, and account management principles and practices.
• Interpreting and applying department policies and procedures and applicable laws, rules, and (export) regulations.
• Responding to and resolving complex customer questions and concerns.
• Confident presentation skills – ability to present to senior leadership and above.
• Ability to communicate clearly with stakeholders at all levels in the organization (tactical to executive level).
• Ability to work across multifunctional and multicultural teams within organizational structure.
• Managing programs with other departments and divisions.
• Working with senior management.
• PC skills; ERP (SAGE, SAP, Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel,
• PowerPoint, Outlook); and other applications as required.
• Communicating with co-workers to provide and receive direction.

TRAVEL REQUIREMENTS:

• 20% of the time

Salary range is between 10000 and 12500 PLN brutto per month

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