Sr 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 Senior Customer Account Specialist plays a pivotal role in fostering strong partnerships with various departmental personnel to ensure that customer needs are met with precision and effectiveness. This includes, but is not limited to, the comprehensive management of orders--from initial entry to ongoing monitoring and successful fulfillment.
In this dynamic position, the Senior Customer Account Specialist will maintain proactive communication with customers, promptly addressing and escalating any issues that may arise throughout the order cycle. This role is not only about managing customer accounts; it also involves serving as a valuable training resource for team members and actively participating in projects as a representative of the Customer Service function.
Additionally, the Senior Customer Account Specialist will be instrumental in identifying and implementing continuous improvement initiatives, ensuring that processes are optimized for efficiency and customer satisfaction. Proficiency in handling a range of responsibilities with minimal oversight is essential, as this individual will tackle intermediate to complex issues independently, demonstrating expertise and sound decision-making skills.

Responsibilities:
Order & Inventory Management

Oversee end-to-end order fulfillment, managing customer demand from purchase order placement through delivery for assigned accounts.
Coordinate daily/weekly purchase orders, including cancellations, shipping windows, carrier routing, and inventory availability across ERP systems and customer portals.
Collaborate with production planners to optimize inventory levels, minimize disruptions, and align with customer demand.
Negotiate lead times, monitor production timelines, and resolve order inaccuracies, delivery delays, or quality issues by partnering with quality assurance, manufacturing, and logistics teams.

Systems & Process Optimization

Serve as a Customer Service Subject-Matter Expert (SME) for Trilliant ERP and Microsoft AX systems, ensuring accurate order-to-cash processes, inventory management, and pricing record maintenance.
Support EDI setup, testing, and troubleshooting with the Senior Customer Operations Manager and third-party providers.
Maintain OneNote customer profiles with account-specific instructions and generate required reports/analyses.

Customer Relationship & Issue Resolution

Build customer loyalty through proactive engagement, service excellence, and timely resolution of shipment issues (via Transportation teams/carriers) or RMAs.
Act as the internal SME for designated accounts, sharing best practices and ensuring alignment across departments to meet on-time, in-full (OTIF) metrics.
Enter and manage customer complaints, RMAs, and non-conformance inquiries, ensuring adherence to resolution protocols.

Cross-Functional Collaboration

Lead cross-functional meetings to resolve issues, align priorities, and implement process improvements.
Partner with internal teams (Quality, Production, Logistics) to address operational challenges and maintain service standards.
Provide backup support for team members while ensuring uninterrupted service to core accounts.

Compliance & Continuous Improvement

Adhere to food safety, regulatory policies, and standard operating procedures, escalating concerns to Production/Quality Managers.
Identify and implement operational efficiencies, technology solutions, and industry best practices to enhance the "ease of doing business."
Maintain a focus on professional development, problem-solving, and accuracy in execution.

Performance Metrics

Monitor and report on operational performance, driving initiatives to meet customers and organizational KPIs.
Ensure consistent delivery of results with precision and accountability.

Order Fulfillment & Operational Coordination

Oversee end-to-end order processing, including negotiating lead times, monitoring production timelines, and coordinating with logistics/shipping teams.
Collaborate with production planners to ensure inventory levels meet customer demand and minimize disruptions.
Resolve issues related to order inaccuracies, delivery delays, or quality concerns by liaising with quality assurance and manufacturing teams.

Qualifications:

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

3-5 years of experience in customer service, account management, or supply chain roles within a manufacturing or production environment, preferably in the CPG industry focusing on the beverage category.
Familiarity with customer relationship management (CRM) tools and data analysis software.
Proven ability to collaborate with cross-functional teams across operations, supply chain, customer service, sales, and marketing.
Knowledge of ERP systems, particularly Microsoft Dynamics AX, with skills to leverage ERP functionalities for process optimization and customer account management.
Strong computer skills, including advanced proficiency in Microsoft Office tools (Excel, PowerPoint, Word, OneNote) for data manipulation and reporting.
Experience managing multiple projects effectively, prioritizing tasks, and meeting deadlines while integrating processes across departments.
Excellent verbal and written communication skills, capable of presenting complex data insights clearly and engaging with external customers professionally.
Strong relationship-building abilities and a commitment to teamwork.
Deep understanding of customer needs and behaviors, driving a passion for enhancing customer experiences.
Willingness to learn and adapt to new tools, technologies, and processes in a dynamic environment.
Familiarity with industry trends and best practices in customer experience management.
Proficiency in order-to-cash processes, inventory management, and e-commerce platforms.
Comprehensive understanding of supply chain workflows, production planning, and logistics coordination.
Experience with EDI systems and troubleshooting.

Technical Skills

Advanced skills in Microsoft Office Suite (Excel, Outlook, Teams) and data analysis tools (e.g., Power BI).

Personal Attributes

Decision-making guided by consumer needs.
Strong sense of responsibility for outcomes.
Focus on nurturing ideas and adapting to change.
Willingness to embrace risk and learn from failures.
Resilience in overcoming challenges.
Eagerness to ask insightful questions and explore opportunities.
Highly organized and detail-oriented, capable of working independently.
Strong desire to strive for excellence and plan for future successes.

Soft Skills & Competencies

Exceptional communication skills (written and verbal) to build rapport with customers and internal teams.
Problem-solving aptitude with the ability to resolve order discrepancies, delivery delays, and quality issues.
Detail-oriented focus on accuracy in order processing, pricing, and documentation.
Strong organizational skills to prioritize tasks in a fast-paced environment.
Collaborative mindset for effective teamwork with Production, Quality Assurance, Logistics, and IT teams.

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.