Customer Service Administrator

Sherwin-Williams
Job Overview
Summary:
  • Ensuring high quality standards of customer service to all Sherwin Williams internal and external customers, through the effective use of processes and systems, measured against agreed targets and KPI's
  • To efficiently organise work load to ensure that work volumes are processed within agreed weekly, monthly and annual standards and KPI's
  • To work within a small team to support the active growth and retention of customers, whilst focusing on continuous improvement
  • Daily control of work volumes and resources
  • Agree to customer requests within pre-approved authority levels e.g. credit notes, pricing and discounts
Responsibilities:
  • Control work volumes and resources to agreed standards and KPI's
  • Ensure effective deliverance against defined processes and work instructions agreeing standards of quality, accuracy and volume levels
  • Support team, colleagues, peers and internal customers to ensure effective delivery of service
  • Ensure high quality effective communication through all customer service contacts through all relevant channels - email and phone
  • Maintain won and team's knowledge of products, services, systems and processes
  • Production of data and reports
  • Working with 3rd party logistics providers to monitor volume, seasonal activity and address service issues
Requirements:
  • Educated to GCSE or equivalent level including Maths and English
  • Experience of customer service
  • In depth experience and a thorough knowledge of customer services processes, systems and quality measures
  • Minimum intermediate level Microsoft Office and database IT skills
  • Highly developed customer service, communications and relationship management skills
  • Ability to plan and prioritise to meet customer needs
  • Solution orientated with a good approach to problem solving
  • Ability to manage workloads and resources to strict dealines
Preferred:
  • Customer Services NVQ level 3 or equivalent
  • Experienced Team Leader within a fast-paced department
  • Experience of working with a bespoke ERP system
Job Detail
  • ExperienceSee requirements
  • QualificationsEducated to GCSE or equivalent level including Maths and English
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