Trilliant Food & Nutrition, LLC · 16 hours ago
Sr. Customer Account Specialist
Little Chute, WI
Full-time
Onsite
Mid, Senior Level
$25/hr - $30/hr
3+ years expTrilliant Food & Nutrition is a leading manufacturer of premium coffees and powdered beverages, headquartered in Little Chute, Wisconsin. The Senior Customer Account Specialist plays a pivotal role in managing customer orders and ensuring effective communication and issue resolution throughout the order cycle.
CoffeeFood and BeverageNutrition
Hiring Manager
Alison Zimmerman
Responsibilities
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 OneNote 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 members while ensuring uninterrupted service to core accounts
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
Monitor and report on operational performance, driving initiatives to meet customers and organizational KPIs
Ensure consistent delivery of results with precision and accountability
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
Qualification
Required
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
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
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
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
Benefits
Comprehensive benefits package
Company
Trilliant Food & Nutrition, LLC
Trilliant Food and Nutrition, headquartered in Little Chute, Wisconsin, has been a pioneer in the U.S. specialty coffee market since 1979.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2013-01-01Private Equity
Leadership Team
Robert M. Ames
Chief Financial Officer
Doug Coxwell
DIRECTOR OF NATIONAL ACCOUNTS
Recent News
2026-02-05
The Motley Fool
2025-04-03
Company data provided by crunchbase