CUSTOMER SERVICE SPECIALIST

Trident Seafoods is the largest vertically integrated seafood harvesting and processing company in North America. Trident is a privately held, 100 percent USA-owned company with primary seafood processing operations and fleet support in twelve Alaska communities. Trident’s global operations produce finished wild Alaska seafood products in 6 countries and its sales teams serve customers in over 50 countries. Trident employs approximately 9,000 people worldwide each year and partners with over 5,400 independent fishermen and crewmembers. Species harvested and processed by Trident include virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also includes cultured and wild species from a network of trusted sources worldwide. 

Follow Trident on the Web at www.tridentseafoods.com or on social media on Facebook, Twitter, Instagram, Pinterest, YouTube or LinkedIn

Summary:

The Customer Service Specialist (CSS) will promote world-class customer service by owning accurate order execution and management through the supply chain and solution-oriented communication with both internal and external business partners. The CSS is responsible for managing customer orders daily, as they are the key link in communication with Trident’s customers for order/inventory questions. This individual will work closely with Trident’s shipping department to ensure that every order is processed and delivered on time.

Essential functions (responsibilities, tasks, supervisory needs)

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Executes end-to-end customer order management of Trident Seafoods products for assigned customers from receipt through delivery to customer warehouses ensuring the highest level of customer service
• Knowledge of the full cycle customer service from order to invoice.
• Maintains order accuracy and timely release of orders to assigned warehouses, ensuring right products on order, accurate pricing, correct method of shipment and shipping platform, to ensure on-time delivery to the customer
• 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
• Leverages 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
• Provides excellent communication in working directly with customers, brokers, sales coordinators, and sales managers
• Provides information, support, and assistance to Customer Service Management and Sales Coordinators as requested. Provide back-up assistance to co-workers.

This is a nonexempt position with an hourly rate of $27 to $29.

Trident Seafoods offers a comprehensive and quality benefits package. Full time employees may be eligible for medical, dental and vision insurance plans, optional HRA/HSA, telemedicine, employee assistance and wellness programs, basic life and AD&D, and 401(k) with a company match, vacation, sick time, 10 paid holidays each year, and paid parental leave.  For full-time employees, the initial vacation benefit starts at 10 days per year, adjusted commensurate with relevant experience, and 7 days of sick leave per year (9 in Seattle), accrued bi-weekly.  Commuter and transit programs are also available.

Required Qualifications (education, years of experience, KSAs)

• A minimum of 2 years of experience e in Order Management, Inventory Replenishment, Supply Chain knowledge and Customer Service skills 
• Proficiency in Microsoft Office (Outlook Word, Excel)
•  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
• Innovative mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency

Preferred education and experience

•  A bachelor’s degree
•  ERP knowledge (SAP, JDE Oracle) 

Work environment (includes travel/on-call):

This job takes place in a typical office environment: temperature controlled with adequate lighting, and has moderate noise.

Physical demands:

While performing the duties of this job, the employee is regularly required to stand, walk and sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms; stoop, kneel, or crouch. May occasionally lift up to 15 lbs. 

Work authorizations:

• This position is not eligible for immigration sponsorship