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.ESSENTIAL FUNCTIONS: Take delivery of the orders by e-mail/phone.Handle customer enquiries via the telephone by providing accurate information regarding products and product applications and process telephone orders accordingly.Checks stocks for supply of the orders.Input the order into Navision; create new articles and quantity price reference.Control information of the order, including delivery and invoice address, delivery date and time.Daily production and delivery planning.Answers the customers; acknowledges receipt of its order Ensure the reliability of the proposed deadlines with warehouse/dispatch personnel.Keep informed of any delay or failure to comply with the order requirements and inform customers accordingly.Manage the delivery notes and CMR; contact the carriers.Manage back orders; inform the Commercial department if necessary.Manage the request credit note and follow up of claims.Manage filing of all customer service paperwork such as orders, production & development documents.Keep the customers' file up to date, including addresses (orders, invoicing, delivery), conditions of regulation, contacts, history of the ordered products, and special requests.Create and maintain files rates, terms of discounts, rebates and discounts on approval of Sales Manager or Operations Manager.Sending technical documentation, safety data, catalogues and charts to customers.Creating or changing new accounts/new conditions.POSITION CHALLENGESBe responsible and autonomous in order entry.Ability to in a fast paced environment and under pressure.Ability to work in a team and to deadlines.DECISION MAKING AUTHORITY Suggestions for improvement and optimalisation of service to the CRM Manager.POSITION REQUIREMENTS Formal Education: Secondary school level education.Formal Customer Service qualification.Knowledge & Experience:Customer Service experience.Microsoft Office (Word, Excel ).Fluent in English.Technical/skill Requirements:Strong organization skills with an autonomous approach.Able to work under pressure.Team-working skills.Customer focused.Flexible and open to change.Proactivity.Travel Requirements: None.
