Senior Customer Service Representative

1 month ago

Union, United States Sonoco Full time

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/Operations Manager you will be 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 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
#LI-RM1

Compensation:

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

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.

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