Customer Experience Specialist

Trident Seafoods Corporation; Seattle (WA); Hybrid; USD 37,000 - 52,000; Full time

Benefits offered by this job

401(k) with company match

Paid time off

Holidays

Job summary

Trident Seafoods in Seattle's Ballard area is seeking a Customer Experience Specialist to deliver day-to-day service excellence to customers, brokers and sales partners. You will serve as frontline contact and liaison to internal teams, ensuring a seamless, proactive customer experience.

You will manage relationships, orders and reporting insights, collaborate with operations, logistics and sales, and uphold our standards for outstanding service while enabling growth and strong partner

Qualifications

• A minimum of 2 years of experience in Order Management, Inventory Replenishment, and/or customer service
• An associate’s degree or additional experience
• Innovative mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency
• Proficiency in Microsoft Office (Outlook Word, Excel)
• Knowledge of ERP systems (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

Responsibilities

• 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
• Leverages all technology and tools available to support accurate, timely management, assess risk, and provide proactive management of customer accounts to reduce potential issues in advance
• Order Management: Monitor and manage 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
• Regularly works onsite to build strong team connections, collaborate across functions, and solve problems in real time.

Skills

Order management

Inventory replenishment

Customer service

Microsoft Office

Communication

Education

Associate degree

Tools

SAP

JDE Oracle

Job description

Overview

Trident Seafoods is North America’s largest vertically integrated seafood company—partnering with fishermen, employees, and communities to responsibly harvest, process, and share wild Alaska seafood with the world. With deep roots in Alaska and operating across the globe, Trident is a privately held company headquartered in Seattle, committed to nourishing the world while upholding the highest standards for safety, sustainability, and excellence.

At Trident Seafoods, we work together for something bigger than ourselves. From nourishing the world with the best protein on earth to protecting our oceans, serving our fishermen, and supporting communities in Alaska and beyond, here, you’ll find a values-driven culture where your growth matters, your work has purpose and your contributions are recognized and appreciated—because at Trident, we believe meaningful work connects us all.

Responsibilities

Summary: 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 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

Essential Functions: (Responsibilities, Tasks, Supervisory Needs)

Reasonable accommodations may be made to enable individuals with disabilities to perform

• 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
• Leverages all technology and tools available to support accurate, timely management, assess risk, and provide proactive management of customer accounts to reduce potential issues in advance

• Order Management: Monitor and manage 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
• Regularly works onsite to build strong team connections, collaborate across functions, and solve problems in real time.

Qualifications

Required Qualifications: (Education, Years of Experience, Certifications)

• 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
• Innovative mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency

Knowledge, Skills, and Abilities (KSAs):

• Proficiency in Microsoft Office (Outlook Word, Excel)
• Knowledge of ERP systems (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. Work Authorizations: This position is not eligible for immigration sponsorship.

Work Ability Requirements:

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.

Benefits: 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.

Additional Information

This position is not eligible for immigration sponsorship, including F-1 STEM-OPT authorization.

Stay connected with Trident Seafoods online at www.tridentseafoods.com and follow us on Facebook, X, Instagram, Pinterest, YouTube or LinkedIn. Trident Seafoods provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Trident Seafoods and its subsidiaries have adopted a drug-free workplace policy. Working under the influence of Drugs or Alcohol is not permitted. Employment with Trident Seafoods is contingent upon the candidate maintaining valid immigration status and work authorization throughout employment, with or without immigration sponsorship by the company.

Pay Range

USD $27.00 - USD $38.50 /Hr.