Hybrid Customer Service Representative presso Sonoco

Working within the CSR/account team, the CSR will undertake the day to day client account management requirements whilst delivering excellent customer service.  The Customer Service Representative will support the activities (day to day and development) of all junior individuals working within their designated client account.

What you’ll be doing:

• Support the Customer Service team with any and all support for the designated customer account to ensure Trident meets the necessary KPI/RTP
• Using the appropriate communication channels, clarify client requirements while managing client expectations with respect timelines.
• Reference applicable Trident generic and customer specific standard working practices (SWP) to effectively process all the necessary pre-artwork build activities utilising Trident/client artwork management tools
• Produce/update tracking documents, notifying the account lead should deliverables timing become a concern.
• Schedule production resources where directed
• Release completed products in line with the agreed timelines
• Preparation of quotes and invoices for client billing
• Coach, mentor and support the development of junior staff within the designated client account, in accordance with client account requirements and applicable SWP. 
• Identify and constructively raise issues with relevant team members, promoting best practice
• Support the Management team through the investigation of process improvements, making recommendations for process improvements
• Support the introduction of technology changes through system testing, communicating issues/potential issues

Position is located in our Cincinnati, OH Office

We’d love to hear from you if:

• Understands Tridents products, customer requirements and processes.  Is able to demonstrate compliance with SWP & Account specific practices.
• Has a basic understanding of artwork creation
• Listens attentively to what is required and is able to communicate effectively with all stakeholders via various communication channels
• Is able to demonstrate excellent customer service, ensuring customer requirements are met or exceeded
• Has an understanding of account specific financials: PO processes, applying costs and invoicing

• Is able to resolve everyday problems looking at the bigger picture, knowing when to escalate.

  Undertake Root Cause and Corrective Action Investigations and provide guidance to relevant individuals/team.

  Looks for ways to improve work processes and procedures
• Competent user of: Outlook, Word, Excel, Adobe Acrobat, bespoke Trident systems and where necessary client specific systems