Client Service Representative

Sonoco; Kajang Municipal Council; Remote; MYR 36,000 - 48,000; Full time

Job summary

A leading global supplier is seeking a Client Service Representative to manage client accounts and deliver exceptional customer service. The role involves supporting the team, mentoring junior staff, and ensuring timely deliverables. This position is fully remote within Malaysia, Thailand, or Indonesia, offering a dynamic work environment focused on client satisfaction.

Qualifications

• Experience in managing client accounts and delivering customer service.
• Ability to coach and mentor junior team members.

Responsibilities

• Manage daily client account activities and support team KPIs.
• Prepare quotes and invoices for client billing.
• Coach and mentor junior staff within the client account.

Skills

Customer Service

Communication

Mentoring

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 are seamlessly interpreted across all physical and digital media.

We specialize in helping brand owners deliver their products to the marketplace efficiently and effectively through services such as:

1. Pre-press, including artwork, repro, and design adaptation
2. Digital Services, including CGI, Animation, and e-Commerce Imagery
3. Creative Services, such as retouching and mock-ups
4. Technology Services that help manage workflows and Business Analysis

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

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

Within the Client Service team, the Client Service Representative (CSR) will manage daily client account activities while delivering excellent customer service. The CSR will also support the development of junior team members within their designated client account.

Roles & Responsibilities

1. Support the Client Service team with all activities related to the designated customer account to meet KPIs and RTP.
2. Use appropriate communication channels to clarify client 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. Produce and update tracking documents, notifying the account lead if deliverables are at risk of delay.
5. Schedule production resources as directed.
6. Release completed products according to the agreed timelines.
7. Prepare quotes and invoices for client billing.
8. Coach, mentor, and support the development of junior staff within the client account, adhering to client requirements and SWP.
9. Identify and raise issues with relevant team members, promoting best practices.
10. Assist management with process improvement initiatives and make recommendations.
11. Support system testing and communicate any issues or potential problems during technology changes.

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