Sr. Customer Account Specialist

Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, proudly headquartered in Little Chute, Wisconsin. With a legacy rooted in quality, innovation, and service, Trilliant delivers branded and private label solutions across retail, food service, and e-commerce channels.

Horseshoe Beverage Company, based in Neenah, WI, is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent, cutting‑edge equipment, and a vertically integrated supply chain, we drive innovation and consistently deliver the highest quality products to our customers—first and fast.

Our brand portfolio includes Victor Allen’s®, Dutch Bros® beverages and Nurri™, our better‑for‑you protein beverage line. We are passionate about beverages – and about building a team that’s just as energized. We invite you to explore opportunities at Trilliant or Horseshoe, to see if your talents and career aspirations may fit with our openings.

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.

• 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.

• 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 One Note customer profiles with account‑specific instructions and generate required reports/analyses.

• 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.

• 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…