Customer Service Manager

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Job Description

Manages the Customer Service team in Sheffield, steering the focus on delivering exceptional service to both external and internal customers, ensuring the teams are meeting lead time expectations set by the business.

This role needs to quickly develop excellent, influential relationships with our key internal stakeholders to ensure they trust and respect the service teams and their processes. This role will also be responsible for building and maintaining robust channels of communication. Through this communication, you will feedback the voice of the customer and initiate the correct call to action to ensure alignment and consistency among the wider business.

Responsibilities

• Supervises staff and takes a lead role in the hiring, training, evaluating performance, providing compensation recommendations
• Ensure continuity in team with regards to backup, staffing levels and succession planning. Ensuring we have a contingency plan for Customer Service back-up of all BU's serviced out of Sheffield.
• Take an active role in order management - placing orders for customers and managing a number of customer accounts over possible multiple business units
• Develops appropriate policies and procedures to ensure compliance with customer service principles and practices and applicable laws, rules, and (export) regulations, monitors compliance with these areas.
• Assists with developing sales, customer relationship, customer retention, production, operations, and related business strategies for the specific group and presents them to management.
• Joins all continuous improvement projects linked to customer services in Sheffield and takes a lead role in the ARC investigation where required.
• Manages the development, analyses and review of a variety of operational reports to improve cycle times, workflow volumes, and accuracy of customer data, and implements program changes as required.
• Works closely with the relevant internal department to ensure the smooth introduction of new or acquired products, replacement of discontinued operations, and related product or operational changes.

Qualifications

• Five years of progressive customer service experience.
• Bachelor's degree in Business Administration, Marketing, or equivalent education and experience.
• Supervising and evaluating employees.
• Order to cash knowledge
• Export order knowledge.
• PC skills; ERP (SAGE, SAP, Oracle 11i and12, Analytics), Microsoft Office applications (Word, Excel,PowerPoint, Outlook); and other applications as required.

Our offer...

• Work life balance
• Competitive compensation programme
• Bonus plan
• Private medical insurance
• Career growth opportunities in a truly international environment
• Innovation leaders in the protective coatings industry
• Sherwin Academy offers continuous training programmes for all seniority levels
• Attractive wellbeing, mental health, women & inclusion and ID&E programmes

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About Us

Here, we believe there's not one path to success, we believe in careers that grow with you. Whoever you are or wherever you come from in the world, there's a place for you at Sherwin-Williams. We provide you with the opportunity to explore your curiosity and drive us forward. We'll give you the space to share your strengths and we want you to show us what you can do. You can innovate, grow and discover in a place where you can thrive!

Eligibility to Work

You will need to provide proof of right to work. It is a condition of any offer of employment we make to you that you have the permission to work in the country for the role for which you are applying for.

Equal Opportunity Employer

An equal opportunity employer, all qualified applicants will receive consideration for employment and will not be discriminated against based on race, colour, religion or belief, gender, sexual orientation, gender identity, ethnic or national origin, disability, age pregnancy or maternity, marital or civil partner status, or any other protected characteristic prohibited by law.