Ecommerce Customer Account Specialist (Administrative)

About Us:
Trilliant Food and Nutrition, located in Little Chute, WI is a state-of-the-art, vertically integrated production facility that has been a pioneer in the U.S. specialty coffee market since 1979. We have used our years of experience and skill in the traditional coffee segment to produce one thing: great coffee. Our facility features the most current, high-speed equipment to support our commitment to quality, value, speed-to-market, and innovation.

Horseshoe Beverage Company, located in Neenah, WI is a leading ready-to-drink beverage manufacturer focused on providing consumers with an outstanding beverage experience wherever, whenever. Leveraging industry-leading talent, state-of-the-art equipment, and our vertically integrated supply chain, we strive to be at the forefront of beverage innovation each day and deliver the highest quality beverages to our customers first.

The teams at Trilliant and Horseshoe come to work each day with relentless energy, enthusiasm, and a promise to enhance the beverage experiences of millions of people. We invite you to explore opportunities at Trilliant or Horseshoe, to see if your talents and career aspirations may fit with our openings.

Diversity and Inclusion at Trilliant and Horseshoe:
We believe talented, great people are the building blocks of our success. We believe in finding the right people, with the right attitude, and providing them with opportunities to excel.

Position Overview:
The Ecommerce Customer Account Specialist plays a pivotal role in managing customer accounts throughout the entire order lifecycle, from the initial placement of purchase orders to final delivery. This position requires a detail-oriented individual who is committed to ensuring a seamless and positive customer experience at every touchpoint. The ideal candidate will possess exceptional communication skills, enabling them to effectively engage with customers and internal teams alike. They should exhibit strong problem-solving abilities, proactively identifying potential issues before they escalate and implementing timely solutions. This role demands a customer-centric mindset, with the ability to build and maintain strong relationships with customers, ensuring their needs are met and exceeded. The successful candidate will be resourceful, adaptable, and capable of navigating complex challenges within the e-commerce landscape, ultimately driving customer satisfaction and loyalty.

Responsibilities:

Manage customer demand from initial purchase order placement through delivery for specific customer account assignments.
Utilize Trilliant ERP and customer portals for order-to-cash and inventory management while enhancing customer experience.
Coordinate daily and weekly purchase orders, including cancellations, ship windows, carrier routings, and re-routes, ensuring product availability within ERP and customer portals.
Monitor and maintain operational performance, engaging with internal departments to drive process improvements.
Collaborate cross-functionally to meet on-time and in-full metrics.
Create and maintain accurate pricing records in the ERP system.
Lead and manage cross-functional meetings to seek resolution and gain alignment across multiple departments.
Develop expertise in the Microsoft AX ERP System to become the Subject Matter Expert (SME).
Serve as the internal Subject-Matter Expert (SME) for selected customers, contributing to best practice sharing, networking, and projects across the organization.
Identify and implement enhancements in e-commerce sales processes to boost efficiency and customer experience.
Support multiple customer portals to manage various customer requirements effectively.
Proactively work with the Transportation team or carriers to resolve shipment-related issues.
Enter customer complaints and Return Material Authorizations (RMAs), assisting with consumer inquiries and non-conformances.
Build customer loyalty through positive engagement and service excellence.
Assist in coordinating EDI setup, testing, and ongoing troubleshooting in collaboration with IT and third-party EDI providers.
Run required customer reports and conduct necessary analyses.
Maintain OneNote customer profiles with account management instructions.
Act as a backup for designated team members while providing the same level of service excellence to core customers.
Independently seek solutions to straightforward problems.
Maintain a consistent focus on gaining additional knowledge using best practices and standard procedures.
Support technology and innovative service solutions to foster an "ease of doing business" environment.
Consistently deliver results with a high degree of accuracy.
Follow food safety and regulatory policies and procedures, executing responsibilities as outlined in standard operating procedures and reporting any concerns to the Production or Quality Manager.
Develop comprehensive expertise in ecommerce operations by mastering platform functionalities, understanding customer insights, familiarizing with company policies, fostering cross-department collaboration, and continuously learning industry best practices. This will enable effective training of the customer service team, enhance knowledge base contributions, and improve account integration and inventory management processes, ultimately leading to seamless customer experience and increased operational efficiency.

Qualifications:

Bachelor's degree or equivalent combination of education and experience.

Over 3 years of account management experience, preferably in the CPG industry with a focus on the beverage category.
Proven experience in customer experience or a related ecommerce role.
Familiarity with customer relationship management (CRM) tools and data analysis software.
Experience collaborating with cross-functional teams, including operations, supply chain, customer service, sales, and marketing.
Familiarity with ERP systems, particularly Microsoft Dynamics AX, and an understanding of how to leverage ERP functionalities to optimize processes and enhance customer account management.
Experience working with ecommerce platforms such as Shopify and Amazon Vendor Central, with knowledge of best practices, strategies, and tools related to these platforms.

Technical Proficiency: Strong computer skills, including advanced knowledge of Microsoft Office tools (Excel, PowerPoint, Word, OneNote), with proficiency in data manipulation and presentation for reporting and analysis.
Project Management: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines while integrating processes across departments.
Communication Skills: Excellent verbal and written communication skills, with the ability to present complex data insights clearly to diverse stakeholders and strong listening skills to engage and support external customers professionally.
Interpersonal Skills: Strong relationship-building skills with a commitment to collaboration and teamwork across cross-functional teams.
Customer-Centric Mindset: Passion for improving customer experiences with a deep understanding of customer needs and behaviors.
Adaptability: Willingness to learn and adapt to new tools, technologies, and processes in a fast-paced environment.
Industry Knowledge: Familiarity with industry trends and best practices in customer experience management is preferred.
Personal Attributes:

Consumer First: Decision-making guided by consumer needs.
Ownership: Strong sense of responsibility for outcomes.
Growth-Oriented: Focus on nurturing ideas and adapting to change.
Entrepreneurial Spirit: Willingness to embrace risk and learn from failures.
Persistence: Resilience in overcoming challenges.
Intellectual Curiosity: Eagerness to ask insightful questions and understand opportunities.
Organization: Highly organized, detail-oriented, and capable of working independently.

Passion for Excellence: A strong desire to strive for excellence, achieve success, and plan for future victories.

Hours, Location and Pay:
We offer a competitive base pay rate and comprehensive benefits package for full-time employees. This role works standard business hours Monday-Friday at our Little Chute, WI manufacturing facility.

Physical and Mental Demands:

While performing the duties of this job, the employee is frequently required to sit, hear, use hands to type data, use a personal computer and telephone. This employee may occasionally have to operate business machines and lift and/move up to 50 pounds.
Specific vision abilities required in this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mental demands include multi-tasking, decision making, problem solving, comparing, copying, computing, compiling, analyzing, coordinating, and synthesizing data.
Potential for exposure to chemicals, heights, loud noises, mechanical equipment, wet environments, and other potential hazards exists.

Safety Statement:
At Trilliant and Horseshoe, safety is every employee's first responsibility. We expect all employees to adhere to all safety practices, have the moral courage to stop other individuals from performing unsafe acts, and immediately report unsafe conditions.

Disclosures:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Responsible for following food safety/regulatory policies and procedures, executing responsibilities as identified in standard operating procedures, and reporting food safety/regulatory concerns to the Production or Quality Manager.
Trilliant Food & Nutrition and Horseshoe Beverage Company are Drug Free Workplaces. All applicants are subject to a drug screen and background check as a condition of employment.
Trilliant Food and Nutrition and Horseshoe Beverage participate in the E-Verify process.
EEO/AA including Vets and Disabled
If you need a reasonable accommodation for any part of the employment process, please contact us by email at HR@trilliantfood.com and let us know the nature of your request and your contact information.
Trilliant Food and Nutrition and Horseshoe Beverage are Equal Opportunity Employers.
The principles of the OECD and UN have been taken into consideration and used as guidance in our human rights practices and procedures.