SENIOR CUSTOMER EXPERIENCE SPECIALIST

Trident Seafoods is the largest vertically integrated seafood harvesting and processing company in North America. Trident is a privately held, 100 percent USA-owned company with primary seafood processing operations and fleet support in twelve Alaska communities. Trident's global operations produce finished wild Alaska seafood products in 6 countries and its sales teams serve customers in over 50 countries. Trident employs approximately 9,000 people worldwide each year and partners with over 5,400 independent fishermen and crewmembers. Species harvested and processed by Trident include virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also includes cultured and wild species from a network of trusted sources worldwide.

Summary:The Sr. Customer Experience Specialist will be responsible for delivering an exceptional, white glove service to our most strategic and complex customers. This role is critical in ensuring a seamless, personalized, and proactive experience for high-value customers, and serves as a central point of contact for complex customer relationships and liaison to internal cross-functional partners. The role requires a deep understanding of customer nuances, strong communication skills and the ability to proactively solve issues before they impact customers. Responsibilities include relationship and account management, order management, partner support and reporting insights. The ideal candidate will be a strong communicator, problem-solver, and relationship builder with a deep understanding of customer service best practices and supply chain dynamics.

Essential functions (responsibilities, tasks, supervisory needs)

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Relationship Management: Serves as the primary point of contact for assigned key accounts, ensuring a high-touch, concierge-level experience throughout the customer lifecycle.
• Serves as a trusted contact for strategic customers, brokers and internal partners, handling escalations with urgency and professionalism
• Coordinate closely with operations, logistics, and sales teams
• Account Management: Maintain in-depth knowledge of key account requirements, ensuring alignment with service expectations and meeting service level commitments
• Leverages all technology and tools available to support accurate, timely order management, assess risk, and provide proactive management of customer account to reduce potential issues in advance
• Order Management: Monitor and manage strategic accounts order flows; resolve issues proactively to ensure accurate, on-time, in-full delivery
• Identifies, resolves, and communicates order-level issues including, but not limited to, product fulfilment, on-time delivery, customer pick-ups, allocations, and quality holds using available system tools and established processes
• Partner Support: Serve as an extension of the sales team by providing timely customer insights, documentation and/or order updates to support customer visits and sales activities
• Reporting & Insights: Analyze trends in service metrics, providing proactive insights to support sales and partner relationships

This is a non-exempt position with a hourly pay rate range of $29 to $40 per hour.

Trident Seafoods offers a comprehensive and quality benefits package. Full time employees may be eligible for discretionary/performance-based incentives, medical, dental and vision insurance plans, optional HRA/HSA, telemedicine, employee assistance and wellness programs, long-term disability, basic life and AD&D, and 401(k) with a company match, paid time off, 10 paid holidays each year, and paid parental leave. For full-time employees, the initial paid time off benefit starts at 20 days per year, adjusted commensurate with relevant experience. Commuter and transit programs are also available.

Required Qualifications (education, years of experience, KSAs)

• A minimum of 4 years of experience in Order Management, Inventory Replenishment, and/or Customer Service

Preferred education and experience

• A bachelor's degree or additional work experience
• Proficiency in Microsoft Office (Outlook Word, Excel)
• Innovative mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency
• ERP knowledge (SAP, JDE Oracle)
• Strong written and verbal communication skills, with the ability to adapt style to the needs of the audience
• Problem-solving, issue resolution, influencing and prioritization skills
• Critical thinking skills with an analytical and continuous improvement mindset
• Ability to develop and improve customer relations

Work Environment

This is an on-site position based at the Trident Support Center office in Seattle's Ballard neighborhood, with the option to work remotely on Fridays.

In-office time takes place in a typical office environment: temperature controlled with adequate lighting and moderate noise. While remote, employees must provide appropriate home office space.

Physical/Mental demands:

While performing the duties of this Job, the employee is regularly required to sit for long periods of time at a desk. Frequently required to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee will occasionally stand, walk, and may lift and/or move up to 10 pounds. Specific vision abilities required by this job include near vision for frequent use of a computer.

Work Authorization

This position is not eligible for immigration sponsorship.