CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist

Trident Seafoods is North America's largest vertically integrated seafood harvesting and processing company. Trident is a privately held, 100 percent USA-owned company with global operations in 6 countries and serves customers in almost 60 countries. Headquartered in Seattle, Washington (USA), Trident employs approximately 7,700 people worldwide each year and partners with over 2,700 independent fishermen and crewmembers in Alaska. Trident catches and processes virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also encompasses cultured and wild species sourced from an international network of trusted suppliers.

The Customer Experience Specialist will be responsible for delivering day-to-day service excellence to our customers, brokers and sales partners. This role is critical in ensuring a seamless, personalized, and proactive experience and serves as a frontline contact for partners and liaison to internal cross-functional partners. The role requires an 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.

Relationship Management: Serves as the primary point of contact for customer accounts, delivering responsive, solutions oriented communication throughout the customer lifecycle.

• Serves as a trusted contact for customers, brokers and internal partners, handling requests with urgency and professionalism.
• Coordinate closely with operations, logistics, and sales teams.

Account Management: Maintain knowledge of account requirements, ensuring alignment with service expectations and meeting service level commitments.

• Leverage 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 order flows; resolve issues proactively to ensure accurate, on-time, in-full delivery.

• Identify, resolve, and communicate order-level issues including, but not limited to, product fulfillment, 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 Trident Seafoods Corporation.

Reporting & Insights: Analyze trends in service metrics, providing proactive insights to support sales and partner relationships.

The essential functions listed above are not exhaustive. The organization may assign other duties as needed to meet business requirements. Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Regularly works onsite to build strong team connections, collaborate across functions, and solve problems in real time.

Compensation & Benefits: This is a non-exempt position with an hourly pay rate range of $27 to $34 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, disability programs, basic life and AD&D, and a 401(k) plan with a company match, paid time off (PTO), 10 paid holidays each year, and paid parental leave. For full-time employees, the initial PTO benefit starts at 20 days per year, adjusted commensurate with relevant experience, front loaded on the first of the year, initially prorated quarterly based on hire date. Commuter programs are also available.

Minimum Requirements

Required Qualifications:

• A minimum of 2 years of experience in Order Management, Inventory Replenishment, and/or customer service

Preferred Education & Experiences:

• An associate's degree or additional 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 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 demands:

• Regularly required to sit, use hands, and communicate effectively.
• Occasionally required to stand, walk, and lift up to 10 pounds.
• Frequent use of a computer requiring near vision.

Work Authorizations:

• This position is not eligible for immigration sponsorship.