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. Duties include: receipt of AIF, opening Atlas projects, schedules pre-planning meetings, requests/produces estimates, facilitates artwork pre-routes, monitors design development timeline, conducts status meetings, monitors and ensures all necessary handoffs from the Design Agencies to Kraft Heinz, monitor all deliverables required document uploads to Atlas, “go to person” for production or timing questions, keep Marketing updated on project status, facilitate critical color reviews. 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 utilising Trident/client artwork management tools Project management (prioritise, 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 This position is located in Chicago, Illinois. We'd love to hear from you If: Understands, demonstrates, and expects other to demonstrate the behaviours 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 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 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, 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 organised, able to plan and prioritise own and others workload. Effectively project manage; managing volume and various projects at once Can 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, Keynote, 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 $72,975 to $87,570 . At Sonoco Products Company, we offer a comprehensive total rewards package, including competitive pay and benefits. *Benefits listed below are for employees located in the U.S. Specific benefits and wellbeing programs may vary depending on your location (within the U.S. or global), or if you are a union employee. Benefits Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options 401(k) retirement plan with company match Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance Tuition reimbursement 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. Founded in 1899, Sonoco (NYSE:SON) is a global provider of consumer, industrial, healthcare and protective packaging. With annualized net sales of approximately $5.2 billion, the Company has 20,000 employees working in more than 300 operations in 34 countries serving some of the world’s best-known brands in some 85 nations. Sonoco is committed to creating sustainable products, services and programs for our customers, employees and communities that support our corporate purpose of Better Packaging. Better Life. The Company was listed as one of Fortune’s World’s Most Admired Companies 2021 as well as being included in Barron's 100 Most Sustainable Companies for the third year in a row.