Customer Service Specialist in Sheffield

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. This role offers hybrid working with a pattern of 3 days in office per week, with team standard days as Monday, Tuesday and Thursday in the office, Wednesday and Friday with the options to work from home. Working hours are 8.30am to 4.30pm - Monday to Thursday, with a slightly earlier finish on a Friday at 3.30pm.

In this role you will be responsible for:

• Placing customer sales orders in a timely fashion and before order cut-off, and receiving and handling complex customer needs via incoming mail, telephone, and/or electronic contact, entering and adjusting orders and resolving questions and complaints within span of control.
• Handling all levels of complexity in orders (including export paperwork and certifications).
• Onboarding new CS agents, training, system access setup, coaching on the job, identifying re-training points, and having a pro-active mindset supporting the team overall with positive reinforcement, also in difficult situations.
• Contributing actively alongside Senior CS Specialists, as a Subject Matter Expert in projects such as SalesForce, New Product introductions, Export, Client onboarding, warehouse setups, IT enhancements, etc.
• Participating in key meetings upon request and responding to a wide scope of inquiries and/or complaints liaising with the necessary departments where relevant.
• Assisting 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.
• Developing and reviewing correspondence and documentation regarding interaction with customers, building customer relationships, and serving as a liaison between sales personnel and customers to clarify orders, provide technical guidance (where appropriate), and facilitate recurring or new orders.

The skills and experience you will ideally have:

• 2-3 years of progressive customer service experience.
• German language skills preferred.
• Italian language skills desirable.
• Resolving customer problems and concerns.
• Developing correspondence and communication.
• 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.
• Export experience, knowledge of Incoterms and export documentation.

What we can offer you:

• The established salary range for this position is GBR 27,895 - 34,044 gross annual.
• Company pension scheme.
• Continued salary during sickness & 25 days annual leave.
• Work-life balance.
• Career development opportunities.
• Ongoing training and support.
• Pay transparency.

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.

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.