Customer Service Specialist

The Sherwin-Williams Company; Sheffield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A global leader in paint and coatings is seeking a Customer Service Specialist for their Sheffield location. In this role, you will tackle complex customer inquiries, manage orders, and foster strong client relationships. Ideal candidates will have 2–3 years of customer service experience, proficiency in ERP systems, and are fluent in English, with additional languages as a plus. A competitive salary and benefits including hybrid working are offered.

Benefits

Career support

Excellent company pension

Great working environment

Qualifications

• 2–3 years of progressive customer service experience.
• Fluency in English is essential; proficiency in French and German is a plus.

Responsibilities

• Handle complex customer needs via various communication methods.
• Onboard new CS agents and provide coaching.
• Build and maintain customer relationships.

Skills

Customer service experience

Problem resolution

Communication skills

ERP systems knowledge

Education

High school diploma or equivalent

Tools

SAGE

SAP

Oracle

Microsoft Office

Job description

Ready to drive exceptional customer experiences in a collaborative, solutions-focused environment within a Global Company and Leader in Paint and Coatings? Join us in our Chapeltown, Sheffield site as a Customer Service Specialist supporting our Automotive sector. You’ll be the go‑to expert for our internal and external customers, solving problems, digging into complex queries, and building strong, lasting relationships. If you thrive on delivering top-tier service and have experience in manufacturing, logistics, or supply chain, this could be your next great move.

In return we offer an attractive salary, career support, development, progression, excellent company pension, hybrid working and a great working environment.

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.

Qualifications

• 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 and 12, Analytics), Microsoft Office applications (Word, Excel, PowerPoint, Outlook) and other applications as required.
• Communicating with co‑workers to provide and receive direction.
• Experience producing export documentation and knowledge of the export process and incoterms is desirable and training can be provided.
• Languages: Fluency in English is essential. Proficiency in French (written and spoken) is highly desirable, and German would be a strong advantage.

Internal Vacancy Announcement

This vacancy is advertised exclusively for internal candidates, with a closing date of Monday 17th November.

• Please be aware that you can apply for any internal job offer after a minimum one year in current role having previously informed your manager.
• Please read the guidelines before handing in your application.
• All internal employees when applying for a role are required to upload their updated and their last 2 appraisals (which can be retrieved from HR Cloud).

Interview dates: Proposed for the week commencing 17th November. Successful candidates will be notified in advance, allowing time to prepare.