Client Service Representative

Sonoco; Kajang Municipal Council; Remote; MYR 100,000 - 150,000; Full time

Job summary

A leading company in graphics production seeks a remote Client Service Representative in Malaysia. This role involves managing client accounts, ensuring superior customer service, and mentoring junior team members. You'll coordinate production resources and handle quotes and invoices, contributing to customer satisfaction and operational efficiency.

Qualifications

• Experience in a client-facing role, preferably in service industries.
• Ability to manage client expectations and deliver service objectives.
• Strong organizational skills to handle multiple clients and timelines.

Responsibilities

• Manage daily client accounts and deliver excellent customer service.
• Prepare quotes and invoices for client billing.
• Support the Client Service team in all activities to meet KPIs.

Skills

Effective Communication

Customer Service

Mentoring

Process Improvement

Job description

SONOCO-TRIDENT

We are a global supplier of graphics production and pre-media services to over 2,000 of the world’s leading consumer brands. Our mission is to provide outstanding global services to packaged goods companies, ensuring that their brand and packaging vision is seamlessly interpreted across all physical and digital media.

We are global pre-media specialists helping brand owners deliver their products to the marketplace efficiently and effectively. Our services include:

• Pre-press: artwork, repro, and design adaptation
• Digital Services: CGI, Animation, and e-Commerce Imagery
• Creative Services: retouching and mock-ups
• Technology Services: workflow management and Business Analysis

Website: http://www.sonoco-trident.com

We are seeking a Client Service Representative to join us remotely in Indonesia, Thailand, or Malaysia.

Working within the Client Service team, the CSR will manage daily client accounts and deliver excellent customer service. The role includes supporting the development of junior team members within the designated client account.

Roles & Responsibilities

1. Support the Client Service team in all activities related to the designated customer account to meet KPIs and RTPs.
2. Communicate effectively with clients to clarify requirements and manage expectations regarding timelines.
3. Follow applicable Trident and client-specific standard working practices (SWP) to process pre-artwork activities using Trident/client artwork management tools.
4. Create and update tracking documents, alerting the account lead to any concerns with deliverable timelines.
5. Coordinate production resources as directed.
6. Release completed products according to the agreed timelines.
7. Prepare quotes and invoices for client billing.
8. Mentor and support the development of junior staff within the client account, following client requirements and SWPs.
9. Identify and communicate issues to relevant team members, promoting best practices.
10. Assist in process improvement initiatives and system testing, communicating any issues.

We are an equal opportunity employer and strictly prohibit discrimination based on race, color, religion, national origin, sex, pregnancy, sexual orientation, marital status, gender identity, age, disability, genetic information, veteran status, or any other protected characteristic.