Customer Experience Specialist

About the role

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

• 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.
• 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.
• 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.
• 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.
• 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

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

Skills

• 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.

Benefits

• 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.
• 401(k) plan with a company match.
• Paid time off (PTO) – initial 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.
• 10 paid holidays each year.
• Paid parental leave.
• Commuter programs.

Pay

Pay Range: USD $27.00 - USD $38.50 /Hr.