CERTIFIED OPTIMA SOLUTIONS PROFESSIONAL

CERTIFIED OPTIMA SOLUTIONS PROFESSIONAL (COSP)

Overview:

The Certified Optima Solutions Professional (COSP) is a key member of the Optima Solutions organization as well as of the One PPG Selling Machine. This person must demonstrate the ability to take on a majority the following responsibilities, in addition to other responsibilities specific for the customer(s) and site(s) in question, with

supervision. This person should exhibit an intermediate level of adoption of the behavioral competencies expected of this role.

One PPG Selling Machine Responsibilities:

Resolving Customer Issues: Leads the process of crafting and cascading messaging and next steps for customer issues to ensuring prompt response to and resolve customer issues including handling returns,complaints, and escalating issues appropriately

Operational Compliance: Ensures that business activities within the area of responsibility comply with relevant external regulatory and/or voluntary codes and with internal policies and procedures to minimize business risk and to protect the reputation of the Organization, oneself, and the team

Faults Diagnosis and Correction: Provides fault isolation and resolution to limit and address issues promptly

Customer Relationship Management (CRM) Data: Enters customer information that has been gathered through research and/or through direct customer contact into the CRM system to ensure that the organization has quality data to enable effective customer retention and business development activities

Service-Related Upselling and Cross-selling: Actively looks for ways in which additional products/services can grow the value of the customer's account within the organization

Customer Order Processing: Records and processes custom/special orders that may require additional resources for delivery and coordinating with those teams as required

Periodic Health Checks: Maintains and leads periodic check-ins with key customers to ensure they are receiving the most value from the product/ service; notes the most raised questions/issues during check-ins

Product Training: Helps to prepare product training for specific technical areas following precedents and established procedures; runs small training programs (or pieces of larger training programs) for specific are as using prepared content and working under the supervision of senior colleagues