Customer Service Representative

From a small family business to a multi-billion-dollar global company, Sonoco has been changing the face of products and packaging since 1899 — all while keeping the heart of “People Build Businesses” alive.

Our talented people are at the core of our growth, constantly reinventing the Sonoco wheel with brilliant solutions every year. Today we are a world leader in global packaging solutions with diversified operations in over 34 countries. We're extremely proud of our portfolio of brands, our achievements in sustainability and industrialization and the groundbreaking work accomplished by our people.

While reporting to the Account Manager, Senior CSR or Operations Manager (depending on region). 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 utilizing 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

This hybrid position is located in Cincinnati, Ohio.

We’d love to hear from you if:

• Understand, demonstrate and expect other to demonstrate the behaviors associated with Tridents 4 basic principles:

• Be Safe – Don’t take risks with safety

• Don’t let down a colleague – do something to help

• Don’t let down a customer – do something to impress

• Don’t tolerate inefficiencies – make a noise about them

• Understand 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

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

• 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

• Has an understanding of account specific financials: PO processes, applying costs and invoicing

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

• 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

• Is commercially astute and able to identify growth opportunities

• The ability to support and develop others

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

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

• Has the desire to upskill and takes responsibility for self-development.

• Open to constructive feedback for self-improvement

Compensation:

The annual base salary range for this role is from $58,650 to $70,380.

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.