Overview:
The Certified Optima Solutions Professional (COSP) Lead 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 all the following
responsibilities, in addition to other responsibilities specific to the customer(s) and site(s) in question, with limited
supervision. This person should exhibit a high 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 ensure 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
Automotive Specific Responsibilities:
• SecureLaunchTM: Manages Secure Launch project activities for the site, including engagement in formal
enterprise gatekeeper sessions. Documents project data and information per the SecureLaunch protocols
• Demand Planning: Forecasts supply demand based on usage trends, production schedules, and discussions
with the customer; oversees the management of inventory programs at a customer location and is a key
member of the SIOP process. Proactively works within PPG to track down missing orders
• Tracking, Reporting and Tools Utilization: Tracks and reports on key functional metrics and KPIs (Key
Performance Indicators), whether per customer or PPG requirements in the digital tools required for that task
Last updated: November 1, 2021 by Anne-Sybil Bragadir
• Product and Application Expertise: Develops wide knowledge on multiple technology layers and application
processes; including deep knowledge in at least one of the following: color, pretreatment, electrocoat, primer,
basecoat, clear coat, adhesives and sealants, battery coatings, mobility products or water treatment
• Process and Product Conformance: Uses product and application knowledge to adjust PPG products, as
needed
Behavioral Competencies:
• Ensures Accountability: Holds self and others accountable to meet commitments. For example, tracks
performance and strives to remain effective, learning from both successes and failures. Readily takes on
challenges or difficult tasks and has reputation for delivering on commitments
• Customer Focus: Builds strong customer relationships and delivers customer centric solutions. For example,
supports efforts to build customer satisfaction, loyalty, and commitment, and secures organizational resources
to do so. Creates partnerships with customers; identifies ways to build and strengthen these relationships
• Optimizes Work Processes: Knows the most effective and efficient processes to get things done, with a focus
on continuous improvement. For example, pays close attention to a variety of metrics and benchmarks;
determines both major and subtle ways to optimize processes. Swiftly resolves process breakdowns; takes
steps to ensure that problems do not recur
• Courage: Steps up to address difficult issues, saying what needs to be said. For example, shares own ideas and
points of view openly, regardless of potential criticism or risk; shows conviction when faced with adversity and
challenges; raises difficult topics to be sure they are addressed
• Decision Quality: Makes good and timely decisions that keep the organization moving forward. For example,
knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and
trade-offs to make effective decisions. Typically makes good independent decisions
• Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For
example, outlines clear plans that put actions in a logical sequence; conveys some time frames. Aligns own
work with relevant workgroups. Takes some steps to reduce bottlenecks and speed up the work
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear
understanding of the unique needs of different audiences. Creates rich documents and reports
• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to
effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to
uncover underlying issues and root causes; sees the main consequences and implications of different options
PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
\n \n Here at PPG we make it happen, and we seek candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday.
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\n PPG: WE PROTECT AND BEAUTIFY THE WORLD™
\n \n Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company.. To learn more, visit www.ppg.com and follow @ PPG on Twitter.
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\n The PPG Way
\n Every single day at PPG:
\n We partner with customers to create mutual value.
\n We are “One PPG” to the world.
\n We trust our people every day, in every way.
\n We make it happen.
\n We run it like we own it.
\n We do better today than yesterday – everyday.
\n \n PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, sexual orientation, gender identity or expression. If you need assistance to complete your application due to a disability, please email recruiting@ppg.com.
\n \n PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.
\n \n Benefits will be discussed with you by your recruiter during the hiring process.