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Customer Service Representative Job in Cincinnati, Ohio US

Customer Service Representative

Sonoco Protective Solutions, Inc. - Cincinnati, OH

Posted: 4/12/2021 - Expires: 7/11/2021

Job ID: 226150446


Job Description

Working within the CSR/account team, you will be responsible for ensuring Trident are delivering against the agreed commercial contractual requirements whilst constantly seeking opportunities for continuous improvements. You will also support the activities (day to day and developmental) of all individuals working within their designated area of responsibility.

What you'll be doing:

Delivery & Service

Prepare briefs, serving as the single point of contact and (in conjunction with Account Manager) owning the client relationship.
Manage internal and external deliverable changes, keeping a clear perspective of quality and service goals while ensuring that both the internal and external clients understand the impact on agreed KPI's
Use 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
Lead client/team meetings as required.
Support the client's brand through the performance of range checks, ensuring brand consistency is maintained throughout the full project range.
Provide Artworkers with technical instructions for artwork, prepress and color.
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, in accordance with client account requirements and applicable SWP's.
Identify and constructively raise issues with relevant team members.
Promote best practice and foster an environment of customer excellence and continuous improvement.


Reference applicable Trident generic and Customer specific standard working practices (SWP's) to effectively process all the necessary pre-artwork build activities utilising Trident/client artwork management tools.
Facilitate the development of best practice, supporting both the Customer Service team and client with process changes.
Monitor, investigate, review and escalate to the client and Operations Management team, any non-adherence.
Support the introduction of technology changes with system testing, communicating issues/potential issues, and providing recommendation for improvement

Secondary Activities

Assess new designs, liaising with the client, printer and tooling supplier to agree artwork changes/separation approach, based on the chosen print process.
Maintain client brand targets and color standards
Work in conjunction with all other areas of the business to ensure that artwork is generated in the most effective and timely manner possible

This position is located at our Cincinnati, Ohio innovation center.

We'd love to hear from you if:

Work effectively with all team members, seeking input from relevant parties to ensure all parties are fully up to date.
Take decisive action to address problems, following up with relevant team members and provides coaching to support their improvement.
Have an understanding of account specific financials: PO processes, WIP, Debtors, invoicing and forecasting at brand level
Have a pro-active approach to work,
Be organized, able to plan and prioritize own and others workload.
Resolve everyday problems looking at the bigger picture, knowing when to escalate.
Have the desire to upskill and takes responsibility for self-development. Open to constructive feedback for self-improvement
Undertake Root Cause and Corrective Action Investigations and provide guidance to relevant individuals/team.

This is a progression position and level will be based on candidate experience and business needs.

Why You'll Like Working With US:

We care about YOU through employee development, providing excellent benefits, investing in your future and valuing diversity and inclusion.

Sonoco Trident creates digital packaging assets for some of the most recognizable Brands in the world. Our dynamic, innovative team works with FMCG brands to prepare packaging artworks for mass print production. A digitally focused company, we continuously strive to stay at the forefront of our field, designing and developing our own cutting-edge technologies and powerful systems to ensure that we are constantly driving our business forward and offering our customers the highest quality service. Learn more here:



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.

Identified Skills

Job Summary

Employment Type:
Full Time Employee
Job type:
Federal Contractor
Skill Based Partner:
Education Level:
No school grade completed
Work Days:
Mon, Tue, Wed, Thu, Fri
Job Reference Code
Licenses / Certifications:
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