Customer Service Specialist

Sherwin-Williams; Bolton; On-site; GBP 25,000 - 28,000; Full time

Job summary

Sherwin-Williams in Bolton is seeking a Customer Service Specialist to support internal and external customers, process orders, and resolve inquiries with a proactive, solution-focused approach.

This role handles complex orders including export paperwork, mentors new CS agents, and collaborates with Sales, Logistics and IT on projects to improve service, accuracy, and customer satisfaction.

Qualifications

• 2–3 years of progressive customer service experience.
• High school graduate or equivalent education and experience.
• Experience with ERP systems and office software.

Responsibilities

• Places customer sales orders in a timely fashion and before cut-off.
• Handles complex customer needs via mail, phone, or electronic contact.
• Manages export paperwork and certifications for orders.
• Onboards new CS agents and provides coaching.
• Supports team and contributes as SME on projects.

Skills

Customer service

Problem solving

Communication

Education

High school diploma or equivalent

Tools

SAGE ERP

SAP

Oracle 11i/12

Microsoft Office

Job description

Job Description

Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

Job Description

Provides a variety of customer service, support to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

The Customer Service Specialist may perform similar duties as the Customer Service Representative; however, it is distinguished by typically handling more complex customers or product lines, being able to handle both domestic and export orders, and being able to solve more difficult customer issues.

Responsibilities

• Places customers sales orders in a timely fashion and before order cut-off.
• Receives and handles complex customer needs via incoming mail, telephone, and/or electronic contact regarding the organization’s products and/or services, enters and adjusts orders, and resolves questions and complaints within span of control.
• Can handle all levels of complexity in orders (including export paperwork and certifications).
• Can onboard new CS agents, training, system access setup, coaching on the job, identify re-training points.
• Has a pro-active mindset and supports the Team overall, ensures positive reinforcement in the team, also in difficult situations.
• Contributes 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
• Can participate in key meetings upon request
• Responds to a wide scope of inquiries and/or complaints liaising with the necessary departments where relevant.
• Assists 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.
• Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.
• Builds customer relationships and serves as a liaison between sales personnel and customers to clarify orders, provide technical guidance (where appropriate), and facilitate recurring or new orders.
• Performs other duties as assigned.

Qualifications

• FORMAL EDUCATION:
• 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.
• Salary is between 25 to 28k GBP

About Us

At Sherwin-Williams, our purpose is to inspire and improve the world by coloring and protecting what matters. Our paints, coatings and innovative solutions make the places and spaces in our world brighter and stronger. Your skills, talent and passion make it possible to live this purpose, and for customers and our business to achieve great results. Sherwin-Williams is a place that takes its stability, growth and momentum and translates it to possibility for our people. Our people are behind the strength of our success, and we invest and support you in:

• Life … with rewards, benefits and the flexibility to enhance your health and well-being
• Career … with opportunities to learn, develop new skills and grow your contribution
• Connection … with an inclusive team and commitment to our own and broader communities

It's all here for you... let's Create Your Possible

Eligibility to Work

You will need to provide proof of right to work. It is a condition of any offer of employment we make to you that you have the permission to work in the country for the role for which you are applying for.

Equal Opportunity Employer

An equal opportunity employer, all qualified applicants will receive consideration for employment and will not be discriminated against based on race, colour, religion or belief, gender, sexual orientation, gender identity, ethnic or national origin, disability, age pregnancy or maternity, marital or civil partner status, or any other protected characteristic prohibited by law.

Please be aware, Sherwin-Williams recruiting team members will never request a candidate to provide a payment, ask for financial information, or sensitive personal information like national identification numbers, date of birth, or bank account numbers during the application process.