Customer Service Representative

To be the guarantor of good administrative management of the customer service function, from reception to the delivery at the customer. Must have a strong proactive drive to satisfy customers’ expectations and the business objectives of Sherwin-Williams. The Customer Service Representative acts as a intermediary between the commercial team, the customers and the accounting department. Responsible for coordinating and facilitating the flow of trade, and responding as quickly as possible to the expectations of all parts.

1.

Formal Education:

Required: Secondary school level education.
Preferred: Formal Customer Service qualification.

2.

Knowledge & Experience:

Required: Customer service experience; Microsoft Office (Word, Excel); fluent in English.

3. Technical / Skill Requirements
Required: Strong organisational skills with an autonomous approach; ability to work under pressure; team‑working skills; customer‑focused mindset; flexibility and openness to change.
Preferred: Proactivity.

• Take delivery of customer orders by email and phone, handle enquiries, provide accurate product and application information, and process telephone orders with a high level of autonomy.

• Check stock availability and input orders into Navision, including creation of new articles, quantity, and price references, in a fast‑paced environment.

• Control order information, including delivery and invoice addresses, delivery dates and times, and acknowledge receipt of customer orders.

• Perform daily production and delivery planning, working to deadlines and ensuring reliability of proposed commitments with warehouse and dispatch personnel.

• Monitor order progress, manage delays or non‑compliance, and inform customers and the Commercial department accordingly.

• Manage delivery documentation (delivery notes, CMR), contact carriers, and handle back orders.

• Process credit note requests and claims follow‑up, and manage filing of all customer service and order documentation.

• Maintain customer master data, pricing, discounts, rebates (with approval), create or amend accounts and conditions, send technical documentation, and propose service improvement and optimisation suggestions to the CRM Manager.