CUSTOMER EXPERIENCE SPECIALIST

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

About the role

The Customer Experience Specialist will deliver day-to-day service excellence to customers, brokers, and sales partners. This role ensures a seamless, personalized, and proactive experience while serving as the frontline contact for partners and a liaison to internal cross-functional teams. The position requires an understanding of customer nuances, strong communication skills, and the ability to proactively solve issues before they impact customers.

Responsibilities

• Relationship Management: Serve as the primary point of contact for customer accounts, delivering responsive, solutions-oriented communication throughout the customer lifecycle. Act 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 technology and tools to support accurate, timely order management, assess risk, and proactively manage customer accounts to reduce potential issues.
• 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 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 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.

The essential functions listed 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.

Requirements

• A minimum of 2 years of experience in Order Management, Inventory Replenishment, and/or customer service.
• Proficiency in Microsoft Office (Outlook, Word, Excel).
• 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.

Preferred Qualifications

• An associate’s degree or additional relevant experience.
• Innovative mindset with the ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency.
• ERP knowledge (SAP, JDE, Oracle).

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 an appropriate home office space.

Physical demands include regularly sitting, using hands, and communicating effectively. Occasionally required to stand, walk, and lift up to 10 pounds. Frequent computer use requiring near vision.

This position is not eligible for immigration sponsorship.

Pay

This is a non-exempt position with an hourly pay rate range of $27 to $34 per hour. Full-time employees may be eligible for discretionary/performance-based incentives.

Benefits

Trident Seafoods offers a comprehensive benefits package for full-time employees, including:

• Medical, dental, and vision insurance plans.
• Optional HRA/HSA accounts.
• Telemedicine, employee assistance, and wellness programs.
• Disability programs, basic life, and AD&D insurance.
• 401(k) plan with a company match.
• Paid time off (PTO) starting at 20 days per year, adjusted based on relevant experience and initially prorated quarterly based on hire date.
• 10 paid holidays each year.
• Paid parental leave.
• Commuter programs.

More information can be found at Trident Seafoods Benefits.

Schedule

On-site at the Trident Support Center in Seattle’s Ballard neighborhood, with the option to work remotely on Fridays.