Customer Service Supervisor

Sherwin-Williams; Rzeszów; On-site; PLN 112,000 - 140,000; Full time

Benefits offered by this job

Work-life balance

Career opportunities

Ongoing training and support

Job summary

Sherwin-Williams in Rzeszów seeks a seasoned Customer Service Manager to lead a broad team, drive performance, and align with global business goals.

You will hire, train, and develop staff; manage orders in ERP; coordinate with sales, production, and logistics; and report to senior management. This role offers growth in an international company, work-life balance, and ongoing training.

Qualifications

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

Responsibilities

• Supervises staff and leads hiring, training, performance evaluation and disciplinary actions.
• Acts on staff development and line manager approval.
• Ensures continuity in team with backups and succession planning.
• Develops policies to ensure compliance with customer service principles and laws.
• Assists in developing sales, customer relationship, retention, production, operations strategies.
• Analyzes and reviews operational reports to improve cycle times, workflow, and data accuracy.
• Oversees customer service issues with other departments and senior management.
• Coordinates product/operational changes with relevant departments.
• Manages order receipt and handling in ERP for defined customers.
• Resolves customer complaints with fast internal resolution.

Skills

Staff supervision

Incoterms knowledge

Salesforce.com

Customer service strategy

Program implementation

Sales & marketing

Policy interpretation

Complex problem solving

Executive presentation

Stakeholder communication

Cross-functional collaboration

ERP knowledge

Microsoft Office

Direction & teamwork

Education

Bachelor’s degree in Business Administration or Marketing

Five years of customer service experience

Tools

SalesForce.com

SAGE ERP

SAP ERP

Oracle

MS Excel

PowerPoint

Outlook

Job description

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.

Responsibilities

• 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.

Qualifications

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

What we Offer

• Salary range is between 10000 and 12500 PLN brutto per month
• Work-Life Balance: We value your personal time and well-being.
• Career Opportunities: Grow within a truly international business.
• Ongoing Training and Support: Continuous learning and development opportunities.

Pay Transparency

The salary range shown refers to base salary only. In addition to this, we offer a broader total reward package which may include bonus or incentive pay, relevant allowances, and a range of competitive benefits. We encourage candidates to consider the full package when evaluating an offer.

Salary is determined using a structured and objective framework, taking into account the role’s responsibilities, required skills and experience, market benchmarks, and internal equity. This ensures pay decisions are fair, consistent, and aligned with our commitment to equal pay and legal compliance.

About Us

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.