CUSTOMER SERVICE LEAD- HYBRID

Overview

Date Posted:
1/19/2023
Job Code:
SM2800
City:
Seattle
State:
WA
Country:
United States of America
Category:
Administrative and Support

Description

 

 

Summary: The Customer Service Lead (CSL) 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 CSL is responsible for handling shipment escalation items, ensuring and coordinating backup in case of absences, administering training for new hires and ongoing training updates as required. Manages daily customer orders, as they are the key link in communication with Trident’s customers for order/inventory questions. This individual will work closely across all Trident’s Supply Chain departments and other Order-to-Cash (OTC) departments to ensure that every order is processed and delivered on time.

This hybrid position will be a combination of remote and onsite at the Trident Support Center office in Seattle, WA. Our hybrid work environment includes remote on Monday and Friday and in the Support Center on Tuesday, Wednesday, and Thursday. 

Key Responsibilities:

  • Monitors and works daily reporting to ensure 24hour turnover is adhered to and escalate any items outside that goal.
  • Key point of contact for order escalation and order processing for those issues that require additional correspondence with necessary teams/customer.
  • Possesses strong knowledge of Standard Operating Process architecting.
  • Completes any month end tasks. Ensures all order-to-cash (OTC) order types are processed within required timelines.
  • Participates in cross department projects and enhancements.

Additional Responsibilities: 

  • Performs other similar or related duties as requested or assigned
  • Acquires knowledge of Trident’s Environmental and Safety Policies by completing required training programs and performing designated work activities in accordance with training and procedures/work instructions 
  • Notifies designated personnel of any environmental or safety incidents or risks not previously documented, in accordance with Environmental Awareness and/or safety trainings

Minimum Requirements

 

Experience:

  • 3+ years of experience in Order Management, Inventory Replenishment, Supply Chain knowledge and Customer Service skills
  • Supply Chain knowledge to communicate with internal supply chain teams using ERP system and processes.
  • Understands how to use shared drives, outlook folders and system organizational skills
  • Experience in the seafood industry preferred.

Education:

  • Bachelor’s degree Preferred

Qualifications:

  • 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
  • Innovation mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency
  • ERP knowledge a plus—JDE, Oracle, SAP
  • Exceptional computer skills with proficiency in MS Office programs (Excel, Word, Outlook)

 

#LI-HYBRID

This is an Hourly – Non-Exempt position with an hourly rate range of: $26.44 - $33.65

Employees (and their families) are eligible for medical, dental, vision, and basic life insurance, HRA/HSA with employer contribution, EAP, wellness programs, and annual discretionary bonuses. Employees may enroll in Trident’s 401(k) plan with partial employer match and adoption assistance. Group rates for long- and short-term disability, and supplemental life & disability insurance. Employees will also receive 3.08 hours paid vacation and the greater of 2.16 hours of paid sick time per two-week pay period or 1.00 hour per 40 hours worked and ten paid holidays throughout the calendar year, along with paid parental leave.


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.