Senior Customer Account Lead — Beverages

Trilliant-Food-&-Nutritio; Little Chute (WI); On-site; USD 37,000 - 43,000; Full time

Benefits offered by this job

Comprehensive benefits package

On-site at Little Chute facility

Job summary

Trilliant Food & Nutrition, based in Little Chute, WI, is seeking a Senior Customer Account Specialist to manage end-to-end orders, maintain proactive customer communication, and drive continuous improvement. You will train team members, participate in projects, and collaborate with multiple departments to meet OTIF goals.

The role emphasizes ERP/AX proficiency, CRM skills, and cross-functional teamwork, with a focus on accurate order processing and customer satisfaction at our Little Chute

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• 3-5 years of experience in customer service, account management, or supply chain roles within a manufacturing or production environment, preferably in the CPG beverage industry.
• Familiarity with CRM tools and data analysis software.
• Proven ability to collaborate with cross-functional teams across operations, supply chain, customer service, sales, and marketing.
• Knowledge of ERP systems, particularly Microsoft Dynamics AX, with skills to leverage ERP functionalities for process optimization and customer account management.
• Strong computer skills, including advanced proficiency in Microsoft Office tools (Excel, PowerPoint, Word, OneNote) for data manipulation and reporting.

Responsibilities

• Oversee end-to-end order fulfillment, managing customer demand from purchase order placement through delivery for assigned accounts.
• Coordinate daily/weekly purchase orders, including cancellations, shipping windows, carrier routing, and inventory availability across ERP systems and customer portals.
• Collaborate with production planners to optimize inventory levels, minimize disruptions, and align with customer demand.
• Negotiate lead times, monitor production timelines, and resolve order inaccuracies, delivery delays, or quality issues by partnering with quality assurance, manufacturing, and logistics teams.
• Serve as a Customer Service SME for Trilliant ERP and Microsoft AX systems, ensuring accurate order-to-cash processes, inventory management, and pricing record maintenance.
• Support EDI setup, testing, and troubleshooting with the Senior Customer Operations Manager and third-party providers.
• Maintain OneNote customer profiles with account-specific instructions and generate required reports/analyses.
• Build customer loyalty through proactive engagement, service excellence, and timely resolution of shipment issues or RMAs.
• Act as the internal SME for designated accounts, sharing best practices and ensuring alignment across departments to meet OTIF metrics.
• Enter and manage customer complaints, RMAs, and non-conformance inquiries, ensuring adherence to resolution protocols.
• Lead cross-functional meetings to resolve issues, align priorities, and implement process improvements.
• Partner with internal teams (Quality, Production, Logistics) to address operational challenges and maintain service standards.
• Provide backup support for team members while ensuring uninterrupted service to core accounts.
• Adhere to food safety, regulatory policies, and SOPs, escalating concerns to Production/Quality Managers.
• Identify and implement operational efficiencies, technology solutions, and industry best practices to enhance the “ease of doing business.”
• Maintain a focus on professional development, problem-solving, and accuracy in execution.

Skills

CRM tools

Data analysis

Cross-functional collaboration

Communication

Education

Bachelor’s degree or equivalent (4-year)

Tools

Microsoft Dynamics AX

EDI systems

Power BI

OneNote

Excel

Job description

Trilliant Food & Nutrition, based in Little Chute, WI, is seeking a Senior Customer Account Specialist to manage end-to-end orders, maintain proactive customer communication, and drive continuous improvement. You will train team members, participate in projects, and collaborate with multiple departments to meet OTIF goals.

The role emphasizes ERP/AX proficiency, CRM skills, and cross-functional teamwork, with a focus on accurate order processing and customer satisfaction at our Little Chute