This position is responsible for the day-to-day handling of all product-related requests and inquiries in support of Sherwin- Williams multitude of brands. The incumbent will regularly interact with consumers and other business groups through a variety of communication mediums including phone, e-mail and web Contact Management: Frequent utilization of phone, fax, and email to field inquiries from Customers Promotion of a positive customer experience through positive language and professional correspondence Adherence to defined business rules and procedures in an effort to provide consistent service Prompt and inclusive responses to customers in accordance with department and business rules Consistent and frequent use of CRM (Customer Relationship Management) application to capture critical data Quality customer contacts that result in customer perception of products and services far superior to our competition by presenting our company as the preferred supplier Upsell opportunities by selling contacts on products and related materials during interactions Active Listening Product Knowledge and Advocacy Continuously remain up to date on product/color/brand/account information for all Consumer Brands Group brands/accounts, including information on competitors Hands on product testing to gain exposure to new products and features Troubleshoot common user issues/mistakes Highlight product attributes and superiority in order to increase brand awareness/loyalty Problem Resolution: Timely and correct handling of product quality issues and recording of data in CRM and/or PQR system. Customer refund handling Regular contact with appropriate Customer Service team counterparts to facilitate account credits relating to reported product quality issues Ongoing improvement in the quality of our products and services through timely and accurate recording of product quality issues Business Partnership Growth: Working relationships with marketing teams to ensure information is up to date Sales support by developing and maintaining positive relations with customers, which can substantially affect service and/or product revenues FORMAL EDUCATION Required: High School Diploma Preferred: College Degree in a Business-Related Field KNOWLEDGE & EXPERIENCE: Required: Comfortable communicating via multiple media platforms Strong understanding of color and design Preferred: Experience in a high-paced office setting Coatings application experience/knowledge Experience in leading training initiatives Sherwin-Williams store experience TECHNICAL/SKILL REQUIREMENTS: Required: Excellent verbal, written and interpersonal communication skills Effective customer service, problem solving and conflict resolution skills Microsoft Office Suite PC proficiency Excellent time management and strong sense of priority Consistently exhibit a positive attitude and exceptional work ethic Demonstrate professionalism in all dealings with inside and outside customers Preferred: Fast learner with a sharp mind, able to work comfortably in team or independently Strong understanding of paint and coatings and their application Strong understanding of color and design theory (*Color Help only) ADDITIONAL COMMENTS: Product Support Color Help is open Mon-Fri 8:00 a.m. to 6:00 p.m. and Saturdays 8:00 a.m. - 5:30 p.m. Agents are expected to work flexible shifts within those hours, as business needs dictate. 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, na