The Customer Services Representative is responsible for the effective end‑to‑end administration of the customer service function, from order receipt through to delivery. The role requires a proactive, customer‑focused mindset to ensure high levels of customer satisfaction while supporting Sherwin‑Williams’ commercial objectives. Acting as a key intermediary between customers, the commercial team, and the Finance function, the Customer Services Representative coordinates the flow of trade, ensuring accuracy, timeliness, and clear communication, with support from the CS Supervisor.
Working Pattern
This is an onsite role at Unit 2, Junction Six, Industrial Park, Birmingham, B6 7JJ, working Monday to Friday:
• 08:00 – 17:00 (Monday to Thursday)
• 08:00 – 16:00 (Friday)
1. Take delivery of the orders by e-mail/phone.
2. Checks stocks for supply of the orders.
3. Can handle all levels of complexity in orders (including export paperwork and certifications). Input the order into the ERP; create new articles and quantity price reference.
4. Can onboard new CS agents, training, system access setup, coaching on the job, identify re-training points.
5. Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.
6. Answers the customers; acknowledges receipt of its order
7. Ensure the reliability of the proposed deadlines with the CS Supervisor.
8. Keep informed of any delay or failure to comply with the order requirements and inform customers accordingly.
9. Manage the delivery notes and CMR; contact the carriers.
10. Manage the request credit note and follow up of claims with the CS Supervisor
11. Manage filing of all customer service paperwork such as orders, production & development documents.
12. Keep the customers' file up to date, including addresses (orders, invoicing, delivery), conditions of regulation, contacts, history of the ordered products, and special requests.
13. Create and maintain files rates, terms of discounts, rebates and discounts on approval of Sales Manager & CS Supervisor.
14. Sending technical documentation, safety data, catalogues and charts to customers.
15. Creating or changing new accounts/new conditions with the Finance Team approval.
Formal Education:
16. Secondary education (required)
17. Formal Customer Service qualification (preferred)
Knowledge & Experience:
18. Customer Service experience (preferred)
19. Microsoft Office (Word, Excel etc) (required)
20. Previous experience operating an ERP system (Sage) (preferred)
Technical / Skill Requirements:
21. Strong organization skills with an autonomous approach
22. Able to work under pressure
23. Flexible and open to change
24. Team-working skills
25. Customer focused
Internal Vacancy Announcement
This vacancy is advertised exclusively for internal candidates, with a closing date of Friday 6th Feb.
Interview dates: Proposed for week commencing 9th Feb. Successful candidates will be notified in advance, allowing time to prepare.
***Please be aware that you can apply for any internal job offer after 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).