Customer Experience Specialist

Trident Seafoods is North America’s largest vertically integrated seafood company—partnering with fishermen, employees, and communities to responsibly harvest, process, and share wild Alaska seafood with the world. With deep roots in Alaska and operating across the globe, Trident is a privately held company headquartered in Seattle, committed to nourishing the world while upholding the highest standards for safety, sustainability, and excellence.

At Trident Seafoods, we work together for something bigger than ourselves. From nourishing the world with the best protein on earth to protecting our oceans, serving our fishermen, and supporting communities in Alaska and beyond, here, you’ll find a values-driven culture where your growth matters, your work has purpose and your contributions are recognized and appreciated—because at Trident, we believe meaningful work connects us all.

Summary: The Customer Experience Specialist will be responsible for delivering day-to-day service excellence to our customers, brokers and sales partners. This role is critical in ensuring a seamless, personalized, and proactive experience and serves as frontline contact for partners and liaison to internal cross-functional partners. The role requires an understanding of customer nuances, strong communication skills and the ability to proactively solve issues before they impact customers.

Responsibilities include relationship and account management, order management, partner support and reporting insights. The ideal candidate will be a strong communicator, problem-solver, and relationship builder with a deep understanding of customer service best practices and supply chain dynamics

Essential Functions: (Responsibilities, Tasks, Supervisory Needs)

Reasonable accommodations may be made to enable individuals with disabilities to perform

• Relationship Management:
  Serves as the primary point of contact for customer accounts, delivering responsive, solutions-oriented communication throughout the customer lifecycle.
• Serves as a trusted contact for customers, brokers and internal partners, handling requests with urgency and professionalism
• Coordinate closely with operations, logistics, and sales teams

• Account Management:
  Maintain knowledge of account requirements, ensuring alignment with service expectations and meeting service level commitments
• Leverages all technology and tools available to support accurate, timely management, assess risk, and provide proactive management of customer accounts to reduce potential issues in advance

• Order Management:
  Monitor and manage order flows; resolve issues proactively to ensure accurate, on-time, in-full delivery
• Identifies, resolves, and communicates order-level issues including, but not limited to, product fulfilment, on-time delivery, customer pick-ups, allocations, and quality holds using available system tools and established processes

• Partner Support:
  Serve as an extension of the sales team by providing timely customer insights, documentation and/or order updates to support customer visits and sales activities

• Reporting & Insights:
  Analyze trends in service metrics, providing proactive insights to support sales and partner relationships
• Regularly works onsite to build strong team connections, collaborate across functions, and solve problems in real time.

Required Qualifications: (Education, Years of Experience, Certifications)

• A minimum of 2 years of experience in Order Management, Inventory Replenishment, and/or customer service

Preferred Education & Experiences:

• An associate’s degree or additional experience
• Innovative mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency

Knowledge, Skills,…