CSR - Senior

TOPPAN Packaging Americas specializes in designing and manufacturing sustainable, high-performance flexible and thermoformed packaging solutions for the food, beverage, medical and consumer goods industries. We offer products like transparent high barrier films, pouches, clamshells and trays, utilizing advanced technology to enhance product safety, visibility and environmental sustainability.

TOPPAN Packaging Americas operates as part of the global TOPPAN group, with 22 manufacturing facilities across North America, Latin America and Europe.

Want to learn more? Visit us at packaging.toppan.com

Summary Description:

Working within the CSR/account team, the Senior Customer Service Representative is responsible for ensuring Trident are delivering against the agreed commercial contractual requirements whilst constantly seeking opportunities for continuous improvements. The Senior Customer Service Representative will support the activities (day to day and development) of all individuals working within their designated area of responsibility.

What you'll be doing:

Relationship

Support the Client Service Manager with the day to day running of their designated area of responsibility.

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.

Project management (prioritise, plan, track, report and stakeholder communication) to ensure Trident meets the necessary KPI/RTP.

Serve as the single point of contact for your designated area of responsibility, owning the client relationship in conjunction with the Client Service Manager.

Prepare and lead monthly category review meetings using KPI and performance information from the relevant internal reports.

Consider and communicate the impact of the print process/substrate on packaging and the importance print feasibility plays in managing the potential differences.

Support the client’s brand through the performance of range checks, ensuring brand consistency is maintained throughout the full project range.

Consider and facilitate the most appropriate communication channels; face to face, conference call, phone, email etc. to strengthen and maintain the client relationship.

Financials

Preparation of quotes & financial reports. Assess finals costs have been charged in line with agreed rate card ahead of client billing.

Understand PO processes, WIP, debtors and forecasting at brand level.

Consider the impact of commercial decisions, seeking ways to optimise profitability and delivery.

People

Coach, mentor and support the development of all staff within the designated scope of responsibility, in accordance with client account requirements and applicable SWP.

Identify and constructively raise issues with relevant team members, promoting best practice.

Process

Support the Management team through the investigation of process improvements, making recommendations for process improvements.

Support the introduction of technology changes through RFC generation, system testing, communicating issues/potential issues.

This is a HYBRID position based out of Mexico - MEX - Tijuana, Baja California

We’d love to hear from you if:

Strong analytical skills to review, diagnose and escalate process/financial challenges.

Understanding of skills-based resource management in support of production efficiencies.

Excellent verbal and written communication skills, interpersonal skills and positive attitude.

Proficiency with Adobe Creative Suite, Microsoft Office365, Power Point, Mac OS familiarity.

Effective presentation skills. (internal and external responsibilities)

Ability to lead, manage and motivate others to achieve results.

Coaching & mentoring skills.

Ability to manage performance via continuous feedback.

Ability to navigate difficult conversations.

Ability to plan, prioritise and organise to achieve goals.

Forward planning and strategic thinking skills

Problem solving skills.

Decision making skills.

Ability to delegate.

Education Preferred:

Further education qualification preferably in Customer Service, Business or Project Management

Experience:

Client service experience

3+ years relevant experience

Equivalent combination of education and experience will be considered.

At TOPPAN Packaging Americas, We offer a comprehensive Total Rewards package designed to support our employees’ overall wellbeing. This includes competitive pay, robust benefits, and programs that help you thrive both personally and professionally. Specific benefits and wellbeing programs may vary based on your work location, employment classification, or collective bargaining agreement.

Benefits

Medical, dental, and vision coverage for you and your dependents, including FSA and HSA options

401(k) retirement plan with company match

Wellbeing tools and resources to support holistic health, including an Employee Assistance Program with a variety of services

Paid time off and holidays to recreate, rejuvenate and care for the health of yourself and family

Variety of company paid and voluntary employee-paid insurance plans including life, personal accident, and disability insurance

We are committed to providing a workplace where everyone feels respected, valued, and able to contribute to their fullest potential. We also provide reasonable accommodations to individuals with disabilities throughout the application and employment processes. If you require assistance or accommodation due to a disability, please contact us.