Customer Service Representative

Sherwin-Williams
  • Post Date: 22nd July 2020
Job Overview
Summary:
  • Provides standard & complex order entry management including order tracking and follow up for customer orders Responsibilities include entering more complex order types in 11i, (i.e. export orders, sample orders, return orders, etc.), based on customer request: clarifying customer requirements and order details, ensuring internal coordination with planning, logistics and price management in order to meet requested delivery date, regulatory and legal document requirements and other Sherwin Williams commitments
  • Prepared to respond to more complex customer questions and resolve basic customer complaints. Applies standard Order Management & Consignment Stock Management Process in 11i
  • Runs proactively open order report to monitor backorders and proactively handle resolution
Responsibilities:
  • To supply the ordered goods on time in the right Quantity, with the correct price at the right Customer End Destination
  • To keep and commit to supply agreements with our customers
  • To set up and provide error free documentation to internal and external customers
  • To meet or exceed functional team and personal objectives
  • Customers know their CSR as competent working partner
  • To process & manage orders within our Liverpool Division for defined business segments and key accounts
  • Keep and commit to supply agreements with our customers
  • Proactively monitor entire order fulfillment process for assigned business segments and key accounts
  • Support, change, and drive best in class process improvements related to order fulfillment processes
  • Deals and interacts with customers from receipt of the order to submission of the invoice
  • To offer customers an intensive and individual high quality service by being proactively towards their requirements
  • To ensure that customers remain loyal to our company
  • To comply with working and quality targets set by direct line supervisor, Company
  • To maintain an overview of the progress of customer orders, through the entire order fulfillment chain
  • To be aware of customers’ requirements and ensure that these are fulfilled
  • Build and maintain strong relationships with assigned customer base, Sherwin Williams internal functions such as, Commercial teams, Planning, Logistics and Finance teams
  • Ensure customer requirements are clearly defined and coordinate their execution with internal departments such as planning, production site and logistics
  • Support forecast data gathering process and track forecast against actual customer demand
  • To assess delivery programs and enter individual orders in line with production lead times, for product portfolio produced and supplied from multiple plants in Europe
  • To organize logistics activity based on delivery terms of the customer, provide export documentation depending on Country of destination & customers’ requirements
  • Transmit shipping details to carrier to ensure on time pick up and on time delivery at customer end destination
  • To monitor deadlines until goods are received by the customer
  • Ensure OTIF (On time in full) target is met for the defined business segments
  • Provide cross business back up to ensure seamless order flow
  • Ensure data accuracy and completeness into Oracle 11i
  • To draw up customer invoice ensuring right quantity and correct price are applied
  • Back Order Management – act proactive towards customers
  • Process claims associated with orders, returns, etc.
  • Dispatch of customer samples
  • Perform additional duties as per local supervisor instructions
  • Maintain a proper and structured filing system
  • Work in accordance with our business ethics policy as well as be compliant with our ISO, SOX, business ethics and EH&S policy
Challenges:
  • Managing customer delivery process and all related activities in order to reach customer satisfaction, with emphasis on costs and stock level
Decision making authority:
  • Right to refuse any order which do not comply with Sherwin William specifications and business guidelines
  • Right to refuse orders/instructions which do not comply with our company’s business ethics policy
  • Can sign documents which are not legally binding
  Requirements:
  • Secondary school level education
  • Relevant experience in a Business to Business (B2B) environment
  • Basic working knowledge of commercial organisation
  • Good computer skills
  • Good communication skills
  • Valid Driving License
  • Fluent in English
  • High flexibility and adaptability to the customer requirements
  • Team spirit
  • Creativity
Preferred:
  • Bachelors degree or equivalent in Business, Economics, Logistics or other relevant subject
  • Qualification in customs administration.
  • Qualification or experience in transportation processing (road, sea and air freights including control compliance with all relevant regulation regarding the carriage of dangerous goods)
  • Previous experience in similar position.
  • Previous experience of Oracle operating system
  • An additional European language skill, while not essential, would be well regarded – Italian, French, German, Polish
  • Export - Previous experience of export paperwork requirements
   
Job Detail
  • ExperienceRelevant experience in a Business to Business (B2B) environment
  • QualificationsSecondary school level education
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