Client Service Representative

Sonoco (Indonesia) (Desa Subang, West Java, Indonesia)

West Java, Indonesia

Founded in 1899, Sonoco (NYSE: SON) is a leading manufacturer of consumer, industrial, healthcare and protective packaging. With more than 19,000 employees working in 34 countries, Sonoco serves many of the world’s best-known brands. Our integrated packaging solutions help define brand personalities, create unique customer experiences and enhance the quality of products and the quality of life for people around the world. It’s all in the service of our purpose: Better Packaging. Better Life. Sonoco is committed to creating sustainable products, services and programs for our customers, employees and communities. Sonoco was listed as one of Fortune’s World’s Most Admired Companies for 2021 as well as being included in Barron’s 100 Most Sustainable Companies for the third year in a row.

About this position

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.

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.

Requirements

• Strong communication skills.
• Ability to manage multiple tasks and priorities.
• Proficiency in using relevant software and tools.
• Experience in client account management or customer service.
• Ability to work collaboratively within a team.
• Strong problem-solving skills.