Senior Customer Service Representative

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 optimize 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

This hybrid position is a located in Cincinnati, Ohio

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

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

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

• Is a respected member of the team, often taking the lead.

  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.

• Has an understanding of account specific financials: PO processes, WIP, Debtors, invoicing and forecasting at brand level

• Is organized, able to plan and prioritize own and others workload. Effectively project manage; managing volume and various projects at once

• Ability 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

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

• Competent user of: Outlook, Word, Excel, Keynote, Adobe Acrobat, bespoke Trident systems and where necessary client specific systems

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Compensation:

The annual base salary range for this role is from $80,320 to $90,360.