Customer Service Representative

Role & responsibilities

• Support the Customer Service team with any and all support for the designated customer account to ensure Trident meets the necessary KPI/RTP
• Using the appropriate communication channels, clarify client requirements while managing client expectations with respect timelines.
• Reference applicable Trident generic and customer specific standard working practices (SWP) to effectively process all the necessary pre-artwork build activities utilising Trident/client artwork management tools
• Produce/update tracking documents, notifying the account lead should deliverables timing become a concern.
• Schedule production resources where directed Release completed products in line with the agreed timelines
• Preparation of quotes and invoices for client billing
• Coach, mentor and support the development of junior staff within the designated client account, 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 system testing, communicating issues/potential issues