Certified Optima Solutions Professional

**Certified Optima Solutions Professional**:
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 areas using prepared content and working under the supervision of senior colleagues

**Automotive Specific Responsibilities**:

- **SecureLaunch**TM**: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

**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 w