TOPPAN Packaging Americas

Manufactures flexible and thermoformed packaging

Senior Client Service Representative

Customer SupportConfirmed live in the last 24 hours

Full-timeKuala Lumpur, Federal Territory of Kuala Lumpur, MalaysiaNo salary listed

About the Job

Requirements

Relevant experience in print or packaging knowledge.
Three to five years of experience servicing client accounts.
Project management skills for managing accounts end to end.
Chinese language capability is required due to geographical requirements.
Excellent written and spoken English.

Responsibilities

Support the Account Manager with the day-to-day running of the designated area of responsibility.
Use applicable Trident generic and customer-specific standard working practices to process necessary pre-artwork build activities with Trident and client artwork management tools.
Prioritize, plan, track, and report projects and communicate with stakeholders to ensure Trident meets necessary key performance indicators and response/turnaround requirements.
Serve as the single point of contact for the designated area of responsibility and own the client relationship in conjunction with the Account Manager.
Select and facilitate appropriate communication channels, including face-to-face meetings, conference calls, phone, and email, to strengthen and maintain the client relationship.
Communicate how the print process and substrate affect packaging, and explain the role of print feasibility in managing potential differences.
Perform range checks to support the client's brand and maintain brand consistency throughout the full project range.
Prepare quotes and invoices for client billing and reports for internal reporting; consider the impact of commercial decisions and seek ways to optimize profitability and delivery.
Coach, mentor, and support the development of staff within the designated scope of responsibility, in accordance with client account requirements and applicable standard working practices.
Identify and constructively raise issues with relevant team members, promoting best practice.
Support the management team by investigating process improvements and making recommendations.
Support technology changes through request-for-change generation, system testing, and communication of issues or potential issues.

Working within the Client Service 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:

Support the Account Manager with the day to day running of your 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 Account Manager.
Consider and facilitate the most appropriate communication channels; face to face, conference call, phone, email etc. to strengthen and maintain the client relationship
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
Preparation of quotes and invoices for client billing and reports for internal reporting. Consider the impact of commercial decisions, seeking ways to optimise profitability and delivery
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
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 position is located in Kuala Lumpur, Malaysia

We’d love to hear from you if:

Relevant experience in print and or packaging knowledge
3-5 years of experience in servicing client accounts
Possess project management skills In managing accounts end to end
Due to geographical requirements, Chinese language capability Is required In this role
Excellent written and spoken English
Hybrid work arrangement and work onsite at client's office in Kuala Lumpur

About the Company

TOPPAN Packaging Americas

Manufactures flexible and thermoformed packaging

TOPPAN Packaging Americas designs and manufactures flexible and thermoformed packaging for food, retail, medical, and consumer products. Its range includes pouches, rollstock, lidding, blisters, clamshells, and trays for applications such as snacks, pet food, fresh produce, prepared meals, and medical procedures. The business connects materials expertise, package design, printing, and converting to meet customer requirements for protection, presentation, and production performance. Its portfolio includes the Alloyd, TEQ, Highland Packaging Solutions, and Trident businesses. The former Sonoco flexibles and thermoformed packaging operations joined TOPPAN in 2025; the company is headquartered in Charlotte, North Carolina.

Company size: Not listed
Company stage: Not listed
Total funding: Not listed
Headquarters: Charlotte, NC
Founded: Not listed

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