Customer Service Specialist - Delivery

The Sherwin-Williams Company; Cleveland (OH); On-site; USD 32,000 - 42,000; Full time

Job summary

The Sherwin-Williams Company in Cleveland, OH is hiring a Delivery Service Dispatcher onsite at the Hinckley Parkway location. The role focuses on coordinating daily deliveries, supporting store personnel, and ensuring safe, compliant operations.

Responsibilities include professional communication with drivers and management, processing customer orders, and providing district-wide support while maintaining DOT safety standards.

Qualifications

• High School Diploma or GED is required.
• 1–2 years of customer service experience.
• Time management with deadlines in a fast-paced environment.
• Multitasking in a dynamic setting.

Responsibilities

• Complete all delivery exceptions timely and meet time-windows.
• Maintain and update delivery resources when exceptions occur.
• Communicate professionally with drivers, store managers and district managers.
• Provide customer order entry and store personnel support for the Delivery Service.
• Communicate via phone, text, and email.
• Support multiple districts within the Paint Stores Group.
• Ensure DOT safety compliance for all Delivery Service operations.
• Understand safety protocols for delivery jobsites and transport of products.
• Monitor driver activity and address service constraints in districts.
• Add value to store operations and enhance customer satisfaction.
• Direct issues to appropriate field personnel and report metrics.
• Coach field partners on policy and procedures for delivery service.
• Collaborate with SWDS Supervisors to meet department goals.
• Become an expert user of all department software.

Skills

Customer service

Time management

Multitasking

Professional communication

Education

High School Diploma or GED

Associate degree

Bachelor’s degree

Tools

Telematics

Logistics software

Routing software

Cisco Finesse

Job description

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships.

Position is not hybrid/remote and will be onsite at our Cleveland Hinckley Parkway location.

• Complete all delivery exceptions in a timely manner that meets or exceeds the requested time-window.
• Maintain and update delivery resources when exceptions occur.
• Professionally communicate with area district management and establish professional relationships with drivers, store managers and branch managers
• Provide customer order entry, and store personnel support as it relates to the Sherwin-Williams Delivery Service
• Effectively communicate via phone, text, and email
• Provide support for multiple districts throughout Paint Stores Group
• Provide transportation safety expertise to ensure DOT safety compliance for all Paint Stores Group
• Understand Sherwin-Williams and customer safety protocol expectations as it pertains to delivery jobsites.
• Generally, monitor and track driver activity and behaviors, i.e., rogue delivery accountability.
• Add value to store operations and ensure overall customer satisfaction.
• Understand and provide direction about how to properly transport Sherwin-Williams products and other related materials.
• Identify and report procedure/policy violations to the appropriate field personnel.
• Directly identify and address any issues constraining service in assigned districts.
• Responsible for communicated metrics in specific areas of responsibility.
• Coach Field Partners on Policy & Procedure related to Sherwin-Williams Delivery Service.
• Work with SWDS Supervisors to achieve department goals.
• Become an expert user of all Department Software.
• Position may also be responsible for various administrative functions as needed by department.

Required:

• High School Diploma or GED
• 1-2 years of experience in a customer service-based role
• Time management experience working with deadlines.
• Multitasking in a fast-paced dynamic environment

Preferred:

• Associate or bachelor's Degree
• SWDS Routing and Dispatching experience
• Experience working with Telematics and/or Logistics Software
• Previous Sherwin-Williams store operations and product knowledge
• Dispatching and Routing Software Experience
• Cisco Finesse - Phones