{"id":3572205,"url":"https://alion.io/job/sherwin-williams-company-customer-support-supervisor","title":"Customer Support Supervisor","company":{"id":1757256,"name":"Sherwin-Williams Company","domain":"sherwin-williams.com","url":"https://alion.io/company/sherwin-williams-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":95,"open_postings":97,"ghost_share":0,"stale_share":0.34,"repost_share":0.072,"time_to_fill_p50_days":16,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cleveland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":73000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":4,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Salesforce","optional":false},{"name":"SAP BusinessObjects","optional":false}],"status":"live","first_seen_at":"2026-10-30T14:10:21Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-03T09:49:48Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"This position is responsible for overseeing a team of Customer Service Professionals as they work to provide superior order management and account support to all sectors of business including The Americas Group, Consumer Brands Group and Performance Coatings Group - both domestically and internationally.\n POSITION REQUIREMENTS: \nEmployee Engagement and Development\nSupervise and develop a team of professionally graded Customer Support Specialists, Representatives and Agents who support annual combined sales of over $15 billion for The Americas Group, Consumer Brands Group, and Global Supply Chain including ongoing consideration for remote/decentralized agent support as well as HQ/on-site based teams. \nPost positions, review resumes, conduct interviews and hire quality candidates through timely, fair, and inclusive evaluation processes, in partnership with HR. \nEnsure optimal business coverage through scheduling, work volume monitoring and statistical analysis of business trends, balancing meeting world class service levels with fair and cost-effective staffing. \nAlign individual staff strengths with department and business needs. \nMonitor trends in personnel performance and escalate feedback/guidance with active HR Partnership as necessary. \nMaintain an active, engaged presence with direct report team including demonstrating an open-door policy. \nDevelop and enhance employee competence and effectiveness by providing on-going guidance, mentoring, feedback, and motivation of staff to ensure competent performance and succession planning while adhering to department and corporate policies and procedures. \nEncourage and reinforce the proper use of systems, tools, and processes. \nIdentify and provide training opportunities to subordinates aligned with professional needs and goals. \nMake recommendations to adjust staffing to ensure service levels are being met by monitoring contact rates, transactional volumes, and cross-training to meet evolving business needs. \nCompare the leadership potential of different team members and determine project lead assignments that promote successful outcomes and personal growth. \nProductivity, Continuous Improvement & Goals\nPromote Transaction Lean training, active CI project participation, and formal LEAN certification. \nMaintain an active, engaged presence, perform live contact monitoring and maintain monthly performance stats (i.e. productivity rates), provide timely, productive feedback to staff, recognize and coach employees not meeting world class standards of customer contact quality. \nAssign and track individual, team, and department goals to ensure clear communication and optimal agent and team performance. \nSupport and promote all company and department service and quality initiatives.\nWork effectively together with other supervisors and managers to create maximum synergy, coordination, and cooperation, lead supervisor engagements in identifying and sharing best practices across business units, mentor new supervisors and leverage best practices across teams to achieve success in CIPs and goals within and between business units.\nSupport Manager on road-mapping continuous improvement initiatives and executing key, high-level projects. \nServe as Customer Support representative where cross functional collaboration is required, providing effective partnership with key customers, suppliers, Global Supply Chain, Ops, and Sales leadership on day-to-day business operations as well as in providing special project support, including high impact projects such as system implementations, acquisitions/integrations, and CIP. \nMonitor trends in operations or business performance and escalate as necessary. \nAssist Manager in designing goals that help employees reach their potential while ensuring sound, strategically aligned business results.\nBusiness Leadership \nActively collaborate with all peer Supervisors across the broader Customer Support team, leverage best practices, shared goals, training, and resources - including actively advocating for direct reports and collaborating to identify career path and development opportunities between teams. \nMaintain strong network of internal partners including Sales, Marketing, GSC/Operations, Data Integrity, Supply Chain Planning, Financial Services, and Regulatory. \nMinimize discrepancies/errors/security breaches and/or customer escalations through effective coaching, support, supplemental training, and ongoing understanding of departmental procedures to ensure contact quality and compliance of all transactions. \nProvide staff assistance including directly managing escalated calls from customers, share learnings with others, and insure the capture/delivery of quality issue details into the PQR process (Product Quality Reporting). \nPartner with Managers on evaluating long-term resource and system needs.\nChampion advanced business intelligence reporting. Recognize when a report is needed, largely independently create appropriate reports from BusinessObjects, Excel, Tableau, etc., train/develop and support other team members learning these reporting tools. \nLead training for business-specific activities on primary team including on-boarding and mentoring of new supervisors as well as support training/mentoring of peer supervisors across other business units.\nTravel Requirement: Up to 10%\nJob 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.\nThis role is not remote/ hybrid and will report to Sherwin-Williams Global Headquarters located at 1 Sherwin Way, Cleveland, OH 44113.\n Position Requirements:\nRequired:\nMust be eighteen (18) years of age or older\nMust be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future\nHigh School Diploma\n4+ years of Customer Service or related Supply Chain experience. \nStrong communication and understanding of systems and requirements in a fast-paced customer-facing contact center. \nExcellent prioritization, organizational, communication and interpersonal skills. \nEffective delegation of daily and/or tasks to Individual Contributors. \nUtilization of various reports and tools to make business decisions and evaluate hiring needs. \nWilling to be available to staff and management for special projects and / or work duties beyond normal business hours. \nCustom application experience including Advanced Order Management system (AOM), Inventory Analysis systems (IVAN), advanced business intelligence/reporting tools (BusinessObjects, Tableau), Customer Relationship Management database (SalesForce CRM), timesheet/schedule management software, Contact Center Phone Systems (CISCO/Verint), advanced Excel skills. \nPreferred:\nCollege Degree in a Business-Related Field \nPrevious supervisory or management experience. Demonstrated competence in hiring, training, and mentoring others. \nExperience with systems and requirements within the Global Supply Chain’s Customer Support department. \nWorking knowledge of Best of Breed (BoB) and Enterprise Resource Planning (ERP) strategies. \nTransactional Lean / Six Sigma Training.\nManagement and analysis of OSCC skill-based system and agent scheduling/assignments. \nAdvanced knowledge and experience in delivering training for systems/processes including but not limited to J29 application, batch-tracking, make & ship orders, pricing workflow management, advanced AOM routines, EDI.","description_format":"text","description_chars":7773,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Chemical Manufacturing","Tools & DIY Supplies"],"lifecycle":[{"event":"open","at":"2026-10-31T18:17:19Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":16,"reasons":["conf:1","velocity","win:early","comp:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/sherwin-williams-company-customer-support-supervisor","json_url":"https://alion.io/job/sherwin-williams-company-customer-support-supervisor.json","meta":{"generated_at":"2026-11-03T13:35:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18887,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1757256},"rest":"https://alion.io/mcp/rest/get_company?id=1757256"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsherwin-williams-company-customer-support-supervisor"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsherwin-williams-company-customer-support-supervisor"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsherwin-williams-company-customer-support-supervisor"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sherwin-williams-company-customer-support-supervisor\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsherwin-williams-company-customer-support-supervisor"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3572205}},{"tool":"search_jobs","arguments":{"company":"sherwin-williams.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3572205},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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