Client Service Representative

SONOCO-TRIDENT

We are a global supplier of graphics production and pre-media services to over 2,000 of the world’s leading consumer brands. Our mission is to provide outstanding global services to packaged goods companies which ensure that their brand and packaging vision is seamlessly interpreted across all physical and digital media.

We are global pre-media specialists in helping brand owners deliver their products to the marketplace efficiently and effectively. We do this by delivering the following services : Pre-press which includes artwork, repro and design adaptation; Digital Services that include CGI, Animation and e-Commerce Imagery; Creative Services such as retouching and mock ups; Technology Services that help manage your workflows and Business Analysis.

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We are looking for a suitable candidate to join us as Client Service Representative, working remotely in Indonesia / Thailand / Malaysia.

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

Roles & Responsibilities

• Support the Client 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