Sr Customer Account Specialist
Trilliant Food & Nutrition, LLC in, Little Chute, Wisconsin, United States, 54140
Overview
Sr Customer Account Specialist (Administrative)
Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, headquartered in Little Chute, Wisconsin. Trilliant delivers branded and private label solutions across retail, foodservice, and e commerce channels. Horseshoe Beverage Company, based in Neenah, WI, is a leading ready to drink beverage manufacturer delivering high quality products to customers. Our brand portfolio includes Victor Allen's, Dutch Bros beverages and Nurri, our protein beverage line.
Position Overview: The Senior Customer Account Specialist plays a pivotal role in fostering strong partnerships with various departmental personnel to ensure customer needs are met with precision and effectiveness. This includes management of orders from entry to fulfillment, proactive communication with customers, and escalation of issues as needed. The role also serves as a training resource for team members and participates in projects as a representative of the Customer Service function. The Senior Customer Account Specialist identifies and implements continuous improvement initiatives to optimize processes for efficiency and customer satisfaction. This position requires the ability to handle intermediate to complex issues with minimal oversight.
Responsibilities
Order & Inventory Management
Oversee end-to-end order fulfillment, from purchase order entry 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 QA, manufacturing, and logistics.
Systems & Process Optimization
Serve as a Customer Service 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 and analyses.
Customer Relationship & Issue Resolution
Build customer loyalty through proactive engagement, service excellence, and timely resolution of shipment issues or RMAs.
Act as internal SME for designated accounts, sharing best practices and ensuring alignment across departments to meet OTIF metrics.
Enter and manage customer complaints, RMAs, and nonconformance inquiries, ensuring adherence to resolution protocols.
Cross-Functional Collaboration
Lead cross-functional meetings to resolve issues, align priorities, and implement process improvements.
Partner with 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 and regulatory policies and SOPs, escalating concerns to Production/Quality Managers.
Identify and implement operational efficiencies and technology solutions 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 customer 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 meets demand and minimize disruptions.
Resolve issues related to order inaccuracies, delivery delays, or quality concerns with QA 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 beverage sector.
Familiarity with CRM tools and data analysis software; strong cross-functional collaboration skills.
Knowledge of ERP systems, particularly Microsoft Dynamics AX, and ability to leverage ERP for process optimization and account management.
Strong computer skills including advanced proficiency in Microsoft Office Suite; ability to manipulate data and generate reports.
Experience managing multiple projects, prioritizing tasks, and meeting deadlines while integrating processes across departments.
Excellent verbal and written communication skills; ability to present data insights clearly and engage with external customers professionally.
Strong relationship-building abilities, teamwork mindset, and customer-centric orientation.
Willingness to learn new tools, technologies, and processes in a dynamic environment; familiarity with industry trends in customer experience management.
Proficiency in order-to-cash, inventory management, and e-commerce platforms; understanding of supply chain workflows and logistics coordination.
Experience with EDI systems and troubleshooting.
Advanced skills in Microsoft Office and data analysis tools such as Power BI.
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
Frequent sitting, typing, and use of a computer and telephone. May lift and move up to 50 pounds.
Specific vision abilities required for close work and focus. Reasonable accommodations available.
Mental demands include multi-tasking, decision making, problem solving, data analysis, and coordination.
Potential exposure to chemicals, heights, loud noises, mechanical equipment, and wet environments.
Safety Statement Safety is every employee's first responsibility. All employees are expected to adhere to safety practices, stop unsafe acts, and report unsafe conditions.
Disclosures
The statements describe the general nature of work and are not exhaustive; duties may change as needed.
Responsible for following food safety regulatory policies and SOPs and reporting concerns to Production or Quality Manager.
Trilliant and Horseshoe are Drug Free Workplaces. All applicants may be subject to drug screen and background check. Participants in E-Verify process.
EEO/AA including Vets and Disabled. Reasonable accommodation requests may be directed to HR at HR@trilliantfood.com.
Trilliant and Horseshoe are Equal Opportunity Employers. OECD and UN guidelines have guided human rights practices.
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Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, headquartered in Little Chute, Wisconsin. Trilliant delivers branded and private label solutions across retail, foodservice, and e commerce channels. Horseshoe Beverage Company, based in Neenah, WI, is a leading ready to drink beverage manufacturer delivering high quality products to customers. Our brand portfolio includes Victor Allen's, Dutch Bros beverages and Nurri, our protein beverage line.
Position Overview: The Senior Customer Account Specialist plays a pivotal role in fostering strong partnerships with various departmental personnel to ensure customer needs are met with precision and effectiveness. This includes management of orders from entry to fulfillment, proactive communication with customers, and escalation of issues as needed. The role also serves as a training resource for team members and participates in projects as a representative of the Customer Service function. The Senior Customer Account Specialist identifies and implements continuous improvement initiatives to optimize processes for efficiency and customer satisfaction. This position requires the ability to handle intermediate to complex issues with minimal oversight.
Responsibilities
Order & Inventory Management
Oversee end-to-end order fulfillment, from purchase order entry 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 QA, manufacturing, and logistics.
Systems & Process Optimization
Serve as a Customer Service 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 and analyses.
Customer Relationship & Issue Resolution
Build customer loyalty through proactive engagement, service excellence, and timely resolution of shipment issues or RMAs.
Act as internal SME for designated accounts, sharing best practices and ensuring alignment across departments to meet OTIF metrics.
Enter and manage customer complaints, RMAs, and nonconformance inquiries, ensuring adherence to resolution protocols.
Cross-Functional Collaboration
Lead cross-functional meetings to resolve issues, align priorities, and implement process improvements.
Partner with 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 and regulatory policies and SOPs, escalating concerns to Production/Quality Managers.
Identify and implement operational efficiencies and technology solutions 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 customer 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 meets demand and minimize disruptions.
Resolve issues related to order inaccuracies, delivery delays, or quality concerns with QA 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 beverage sector.
Familiarity with CRM tools and data analysis software; strong cross-functional collaboration skills.
Knowledge of ERP systems, particularly Microsoft Dynamics AX, and ability to leverage ERP for process optimization and account management.
Strong computer skills including advanced proficiency in Microsoft Office Suite; ability to manipulate data and generate reports.
Experience managing multiple projects, prioritizing tasks, and meeting deadlines while integrating processes across departments.
Excellent verbal and written communication skills; ability to present data insights clearly and engage with external customers professionally.
Strong relationship-building abilities, teamwork mindset, and customer-centric orientation.
Willingness to learn new tools, technologies, and processes in a dynamic environment; familiarity with industry trends in customer experience management.
Proficiency in order-to-cash, inventory management, and e-commerce platforms; understanding of supply chain workflows and logistics coordination.
Experience with EDI systems and troubleshooting.
Advanced skills in Microsoft Office and data analysis tools such as Power BI.
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
Frequent sitting, typing, and use of a computer and telephone. May lift and move up to 50 pounds.
Specific vision abilities required for close work and focus. Reasonable accommodations available.
Mental demands include multi-tasking, decision making, problem solving, data analysis, and coordination.
Potential exposure to chemicals, heights, loud noises, mechanical equipment, and wet environments.
Safety Statement Safety is every employee's first responsibility. All employees are expected to adhere to safety practices, stop unsafe acts, and report unsafe conditions.
Disclosures
The statements describe the general nature of work and are not exhaustive; duties may change as needed.
Responsible for following food safety regulatory policies and SOPs and reporting concerns to Production or Quality Manager.
Trilliant and Horseshoe are Drug Free Workplaces. All applicants may be subject to drug screen and background check. Participants in E-Verify process.
EEO/AA including Vets and Disabled. Reasonable accommodation requests may be directed to HR at HR@trilliantfood.com.
Trilliant and Horseshoe are Equal Opportunity Employers. OECD and UN guidelines have guided human rights practices.
#J-18808-Ljbffr