Senior Customer Service Representative

Working within the CSR/Account team, the Senior Customer Service Representative is responsible for ensuring Trident are delivering against the agreed commercial contractual requirements whilst constantly seeking opportunities for continuous improvements.  The Senior Customer Service Representative will support the activities (day to day and development) of all individuals working within their designated area of responsibility.

What You’Ll Be Doing:

• Support the Account Manager with the day to day running of your designated area of responsibility.
• Reference applicable Trident generic and customer specific standard working practices (SWP) to effectively process all the necessary pre-artwork build activities utilizing Trident/client artwork management tools
• Project management (prioritize, plan, track, report and stakeholder communication) to ensure Trident meets the necessary KPI/RTP.  
• Serve as the single point of contact for your designated area of responsibility, owning the client relationship in conjunction with the Account Manager.
• Consider and facilitate the most appropriate communication channels; face to face, conference call, phone, email etc. to strengthen and maintain the client relationship
• Consider and communicate the impact of the print process/substrate on packaging and the importance print feasibility plays in managing the potential differences
• Support the client’s brand through the performance of range checks, ensuring brand consistency is maintained throughout the full project range
• Preparation of quotes and invoices for client billing and reports for internal reporting. Consider the impact of commercial decisions, seeking ways to optimise profitability and delivery
• Coach, mentor and support the development of all staff within the designated scope of responsibility, 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 RFC generation, system testing, communicating  issues/potential issues
• Print process/sequence awareness to support the briefing of jobs.

This position is located in Cincinnati, OH.

We’d love to hear from you if:

• Has the desire to upskill and takes responsibility for self-development. Open to constructive feedback for self-improvement
• Competent user of: Outlook, Word, Excel, Keynote, Adobe Acrobat, bespoke Trident systems and where necessary client specific systems
• Is able to work in a flexible and dynamic work environment, working towards fast moving deadlines 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
• Has an understanding of account specific financials: PO processes, WIP, Debtors, invoicing and forecasting at brand level
• Understands Tridents products, customer requirements and processes.  Is able to demonstrate compliance with SWP & Account specific practices.Has a basic understanding of artwork creation

Compensation:

 
The annual base salary range for this role is from $79,350 to $89,928