Account Specialist I

Provides routine support and service to accounts primarily on a re-active basis.

Order Entry:

• Pull down orders from SalesForce or Customer Portals.
• Receive orders from email, phone, fax.
• Enter order as appropriate to meet ship date requirement. If not doable, communicate appropriately.
• Process orders for any assigned accounts as outlined above.
• Confirm/Acknowledge the order receipt and provide shipping dates to the Customer.
• Reviewing Open Order Report daily for any issues with orders and communicate if applicable.
• Answer phone queue calls, and process requests as appropriate.
• Enter Rush Requests if necessary, following P & P.
• Track shipments if needed via carrier websites.
• Provide documents at Customer requests (CofA/PDS/SDS).
• Back-up for eCommerce Salesforce inbox and phone queue.

Account Maintenance:

• Enter Customer Complaints into Quality System as needed.
• Enter credits/debits as required Force inbox or via the Sherwin-Williams Credit Team.
• Process requests for new Ship To's for existing accounts.
• Directs sales representatives to the Pricing Team if price changes are required.

Other:

• Follow the defined record retention process for Department.
• Escalate any issues that impact Customer satisfaction.

FORMAL EDUCATION:

Required:

• Highschool or equivalent.

Preferred:

• College degree.

KNOWLEDGE & EXPERIENCE:

Required:

• Two years of clerical or office support.

Preferred:

• External Business-to-Business Customer facing.

TECHNICAL/SKILL REQUIREMENTS:

Required:

• Basic MS Office skills