Sr Customer Account Specialist

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, food service, 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.

• 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 One Note 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.

• 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…