Global Customer Support Team Leader

The Sherwin-Williams Company

Cleveland (OH)

On-site

USD 80,000 - 120,000

Full time

9 days ago

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Job summary

The Sherwin-Williams Company is seeking a senior Customer Service Manager to lead a team of professionals delivering superior order management and account support across multiple business groups. You will drive staffing, performance metrics, and staff development while partnering with HR and cross-functional leaders to achieve world-class service levels.

Responsibilities include overseeing system-based processes, leading Lean/CIP initiatives, and guiding staff through coaching and mentoring to

Qualifications

Supervise and develop a team of Customer Support Specialists and Agents.
Ensure staffing aligns with service levels and business needs.
Partner with HR for recruiting and onboarding processes.
Lead CI and Lean initiatives including CIP and performance monitoring.

Responsibilities

Oversee order management and account support for multiple groups including Americas, Consumer Brands and Global Supply Chain.
Monitor and adjust staffing, analyze volumes, and drive world-class service levels.
Coach and develop staff through mentoring, feedback, and training initiatives.
Collaborate with Sales, Marketing, GSC, Ops and Finance to ensure alignment on goals and reporting.
Lead cross-functional projects such as system implementations and integrations.