CUSTOMER RELATIONS SPECIALIST

Overview

Date Posted:
9/28/2022
Job Code:
QY0300
City:
Seattle
State:
WA
Country:
United States of America
Category:
Administrative and Support



Trident Seafoods was founded over 40 years ago and we are proud to have grown to be the largest vertically integrated seafood company in North America. We are a family-owned company with over 9,000 employees worldwide. Trident Seafoods is based out of Seattle, but has processing plants across the United States, Europe, Japan, and China. The real heartbeat of Trident Seafoods, however, is its access to the natural resources in the remote coastal communities of Alaska. We have a unique heritage, talented employees and a company culture founded on the “can do” spirit. Trident believes that our employees are the most foremost reason for our success, allowing us to be the leader in the Seafood industry.


Description

 

 

 

Summary:  The Customer Relations Specialist is responsible for handling all Customer/Consumer interactions courteously, efficiently and professionally to support overall Customer Relationship Management (CRM) activities.  This primarily includes answering and responding to incoming calls, e-mails and/or web contacts concerning general product complaints, compliments, questions and suggestions.

Key Responsibilities:

  • Strong expertise in responding to customer needs quickly and completely by exhibiting excellent communication and presentation skills
  • Performs a “company spokesperson” role by establishing the authority to remedy and resolve any/all global Customer/Consumer complaints and/or food safety reports of personal illness/injury
  • Performs basic data input and supervision of Customer/Consumer questions, comments, and complaints through established internal system applications, procedures, policies and protocols.
  • Maintains an up-to-date knowledge of the company’s products and processes
  • Collaborates with cross-functional teams to develop solutions that satisfy customers, while complying with established company standards that ensures resolution to support short and long-term corrective/preventive actions
  • Immediately escalates serious complaints or issues that requires food safety, legal and/or insurance resolution
  • Collects information to maintain records of customer interactions and feedback to share with colleagues and other departments to support continuous improvement of product quality and overall customer experience
  • Builds sustainable relationships and trust with Customers/Consumers through open and interactive communication
  • Interfaces with Facilities, Sales/Customer Service, Co-Manufacturing, Operations and FSQA team members (and/or other groups), in information management, problem resolution, and continual improvement
  • Supports product food safety, quality and legality failure investigations and assists efforts to define, refine and improve investigational strategy

Additional Responsibilities: 

  • Resolves issues in an effort to fully satisfy the Customer/Consumer. The goal is a happy Customer/Consumer
  • Maintains a polite, helpful, and professional manner at all times
  • Ability to multi-task, prioritize, and manage time effectively
  • Follows established communication procedures, guidelines and policies
  • Ensures the CRM system is effectively managed, maintained and accurate to reduce and/or eliminate any risks presented to food safety, legality and quality
  • Identifies common problems and escalating them to management, along with possible suggestions for improvement, wherever possible
  • Tracks trends or repeat issues for resolution and elevates red-flag complaints to departments as necessary
  • Develops and disseminates monthly reports and ad hoc data views as needed
  • Acquires knowledge and understanding of Trident’s Code of Conduct by completing required training programs and performing designated work activities in accordance with established company policies
  • Other duties and tasks as assigned

 

Minimum Requirements

 

 

Experience:

  • 2-4 years experience in food science, FSQA, or seafood industry-related position(s).
  • Knowledge of HACCP, GMP and GFSI principles a plus

Education:

  • Associate’s degree or High School diploma with 2-4 years related experience and/or training

      Qualifications:

  • Strong data entry and computer skills utilizing Microsoft Excel, Word, Outlook, databases, other proprietary computer programs, and basic knowledge of network structures
  • Basic appreciation of project management 
  • Well organized and multi-task oriented
  • Strong desire to drive for continuous improvement, and ability to work effectively in a dynamic and challenging environment.
  • Ability to establish priorities performs multiple tasks simultaneously, meet deadlines and work in a team environment.
  • Strong self-starter who is detail oriented, able to provide high quality, accurate work
  • Collaborative communication (listening, communicating clearly) with diverse teams
  • Proven experience managing complex operational projects and programs, collaborating and influencing at all levels.

 


Trident Seafoods is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, disability, protected veteran status, age and genetic information.

Trident Seafoods has adopted a zero-tolerance and drug-free workplace policy. Pre-employment drug examinations are required for all employees.

Any employment offer from Trident Seafoods is contingent upon the candidate maintaining valid immigration status and work authorization throughout employment, without any need for immigration sponsorship by the company.