Customer Service Representative

PURPOSE

Working within the CSR/account team, the CSR will undertake the day to day client account management requirements whilst delivering excellent customer service.

ROLES & RESPONSIBILITIES

• 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

REQUIREMENTS & CONDUCT

Qualifications:

Any Degree

Minimum 3+ years of experience required in the packaging industry is must.

Customer Service:

• Is able to demonstrate excellent customer service, ensuring customer requirements are met or exceeded

Relationships:

• Is able to build positive functional working relationships with all internal & external stakeholders

Team Work:

• Is a respected member of the team, effectively contributing.
• Working effectively with all team members, seeking input from relevant parties to ensure all parties are fully up to date.
• Takes decisive action to address problems, following up with relevant team members and
• provides coaching to support their improvement

Organisational

• Is organised, able to plan and prioritise own and others workload.
• Is able to manage volume and support on various projects at once

Problem Solving

• 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

Time Management

• Is able to work in a flexible and dynamic work environment, working towards fast moving deadlines

IT Competent user of:

• Outlook, Word, Excel, Adobe Acrobat

Personal Development:

• Has the desire to upskill and takes responsibility for self