CSR - Senior

Senior Customer Service Representative

Summary Description: 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.

Responsibilities

• Relationship support the Client Service Manager with the day to day running of their 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 (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 Client Service Manager.
• Prepare and lead monthly category review meetings using KPI and performance information from the relevant internal reports.
• 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.
• Consider and facilitate the most appropriate communication channels; face to face, conference call, phone, email, etc. to strengthen and maintain the client relationship.
• Financials: preparation of quotes and financial reports; assess final costs have been charged in line with agreed rate card ahead of client billing.
• Understand PO processes, WIP, debtors and forecasting at brand level; consider the impact of commercial decisions, seeking ways to optimise profitability and delivery.
• People: 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.
• Process: 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.

Qualifications

• Strong analytical skills to review, diagnose and escal oth process/financial challenges.
• Understanding of skills‑based resource management in support of production efficiencies.
• Excellent verbal and written communication skills, interpersonal skills and positive attitude.
• Proficiency with Adobe Creative Suite, Microsoft Office365, Power Point, and Mac OS familiarity.
• Effective presentation skills for internal and external responsibilities.
• Ability to lead, manage and motivate others to achieve results.
• Coaching & mentoring skills.
• Ability to manage performance via continuous feedback.
• Ability to navigate difficult conversations.
• Ability to plan, prioritise and organise to achieve goals.
• Forward planning and strategic thinking skills.
• Problem solving skills.
• Decision making skills.
• Ability to delegate.
• Education Preferred: Further education qualification preferably in Customer Service, Business or Project Management.
• Experience: Client service experience 3+ years relevant experience; equivalent combination of education and experience will be considered.

Benefits

• Medical, dental and vision coverage for you and your dependents, including FSA and HSA options.
• 401(k) retirement plan with company match.
• Well‑being 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.

Location

This is a HYBRID position based out of Mexico – MEX – Tijuana, Baja California.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, breastfeeding and related medical conditions), gender identity or expression, sexual orientation, age, disability, genetic information, marital status, veteran or military status, citizenship status or any other characteristic protected by applicable federal, state or local laws. We are committed to providing a workplace where everyone feels respected, valued and able to contribute to their fullest potential. We also provide reasonable accommodations to individuals with disabilities throughout the application and employment processes. If you require assistance or accommodation due to a disability, please contact us.