CSR

Position Summary:

Working within the CSR/account team, the Customer Service Representative will undertake the day to day client account management requirements whilst delivering excellent customer service. The Customer Service Representative will support the activities (day to day and development) of all junior individuals working within their designated client account

Primary Responsibilities:

Relationship

• Reference applicable Trident generic and customer specific standard working practices (SWP)
• Support the relevant Senior Customer Service Representative to achieve the necessary steps to meet the project critical path timelines
• Support the SCSR with administrative/production based tasks within the client and Trident internal systems
• Serve as a point of contact for their designated area of responsibility
• Consider and facilitate the most appropriate communication channels; face to face, conference call, phone, email etc.
• Attend and participate in team meetings and customer calls
• Liaise with the customer on project status, ensuring the customer is fully aware of any timeline amends

Financials

• Prepare quotations in conjuction with the Senior Customer Service Representative
• Request purchase order numbers and accurately apply costs to the relevant system

People

• Support the development of apprentice/junior team members in accordance with client account requirements and applicable SWP. 
• Identify and constructively raise issues/challenges with the relevant Client Service Manager/Senior Customer Service Representative, promoting best practice.

Process

• Identify process inefficiencies and suggest recommended improvements to the Client Service Manager.
• Support the introduction of technology changes through RFC generation, system testing, communicating  issues/potential issues.
• Elevate external fails to the relevant parties.

Nature & Scope:

Contacts:

• Interact across internal teams with multiple disciplines
• Regular external client interaction.
• Engages with colleagues regionally and globally

Level of Responsibility:

• Expected to work across departments and skillsets to ensure a collaborative and consistent approach to delivering products for/to our customers.

Decision-Making Authority: 

• Collaborates with the internal teams regarding issues that may impact the client or the client’s deliverables.

Physical and Sensory Demands:

• Extensive DSE (Display Screen Equipment) use.

Working Environment:

• Typical office working environment.
• Minor flexibility in hours to meet our clients and colleagues within the appropriate time zones.
• Regional business travel as needed.

Knowledge & Skills Required:

• Analytical skills to review and escalate resourcing, process and financial challenges.
• Excellent verbal and written communication skills, interpersonal skills and positive attitude.
• Proficiency with Adobe Creative Suite, Microsoft Office365, Power Point, Mac OS familiarity.
• Ability to manage performance via continuous feedback.
• Ability to plan, prioritise and organise to achieve goals.
• Forward planning and strategic thinking skills.
• Problem solving skills.
• Decision making skills.
• Ability to delegate.
• Ability to adapt to change in a dynamic working environment.
• Ability to build relationships & collaborate across regional and global teams.

Experience:

• Client service experience
• 3+ years relevant experience
• Equivalent combination of education and experience will be considered.