Customer Service Representative

7 days ago

Sheffield, Sheffield, United Kingdom The Sherwin-Williams Company Full time
Customer Service Specialist

This role is based at our Chapeltown, Sheffield site and involves providing customer service support to internal and external customers, including solving problems, researching complex information, and building customer relationships.

Key Responsibilities
  • Place customer sales orders in a timely fashion and before order cut-off.
  • Handle complex customer needs via incoming mail, telephone, and/or electronic contact regarding the organization's products and/or services, enter and adjust orders, and resolve questions and complaints within span of control.
  • Handle all levels of complexity in orders, including export paperwork and certifications.
  • Onboard new CS agents, provide training, system access setup, coaching on the job, identify re-training points.
  • Support the team proactively, ensure positive reinforcement in the team, also in difficult situations.
  • Contribute actively alongside Senior CS Specialists, as a Subject Matter Expert in Projects such as SalesForce, New Product introductions, Export, Client on-boarding, Warehouse setups, IT enhancements, etc.
  • Participate in key meetings upon request.
  • Respond to a wide scope of inquiries and/or complaints, liaising with the necessary departments where relevant.
  • Assist with reviewing and coordinating customer service activities pertaining to shipping, plant schedules, inventory levels, and sales activities by reviewing reports, orders, shipments, and other information as required or directed by management.
  • Develop and review correspondence and documentation as appropriate regarding interaction with customers and respond to questions and concerns.
  • Build customer relationships and serve as a liaison between sales personnel and customers to clarify orders, provide technical guidance (where appropriate), and facilitate recurring or new orders.
  • Perform other duties as assigned.
  • 2-3 years of progressive customer service experience.
  • High school graduate or equivalent education and experience.
Technical/Skill Requirements
  • Providing customer service.
  • Resolving customer problems and concerns.
  • Developing correspondence and communications.
  • Working with other departments and divisions.
  • Applying department policies and procedures to difficult situations.
  • PC skills; ERP (SAGE and/or SAP and/or Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required.
  • Communicating with co-workers to provide and receive direction.
  • Experience of producing export documentation and knowledge of the export process and incoterms.
  • Language skills desirable – Dutch/German as well as English.

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