About the position
Trident Seafoods is the largest vertically integrated seafood harvesting and processing company in North America. Trident is a privately held, 100 percent USA-owned company with primary seafood processing operations and fleet support in twelve Alaska communities. Trident's global operations produce finished wild Alaska seafood products in 6 countries and its sales teams serve customers in over 50 countries. Trident employs approximately 9,000 people worldwide each year and partners with over 5,400 independent fishermen and crewmembers. Species harvested and processed by Trident include virtually every commercial species of salmon, whitefish, and crab harvested in the North Pacific and Alaska. The global supply chain also includes cultured and wild species from a network of trusted sources worldwide. The Manager, Customer Experience is responsible for leading the strategic and operational performance of the sales channel specific Sales Support team, ensuring they deliver exceptional service to our partners, drive customer satisfaction, loyalty, and retention. This role will oversee a team of customer support specialists, and will provide leadership and guidance around best practices, performance expectations, training, and will be a key enabler to making process improvements.
Responsibilities
- Oversee customer account & order management operations.
- Monitor key performance indicators (KPIs) to ensure team effectiveness.
- Manage escalations and complex customer issues with a solutions-oriented approach.
- Lead initiatives to improve onboarding, support, and retention for key accounts.
- Serve as the voice of the customer across CPG and Pet/Health channels, ensuring a seamless and consistent experience.
- Develop and implement customer experience strategies that align with sales and brand objectives, driving customer experience excellence.
- Collaborate with cross-functional teams including Sales, Supply Chain, Marketing, Category Management, Operations, and Finance to improve customer touchpoints.
- Identify and implement process enhancements where necessary, leveraging data to assess performance & drive continuous improvement.
- Analyze customer feedback and establish and monitor customer KPIs to identify trends and areas for improvement.
- Partner with sales teams to support strategic initiatives and contribute to customer lifecycle management and upsell opportunities.
- Manage a team of employees, including hiring, leading, and developing team members.
- Remove roadblocks, push communications, encourage, and assess performance.
- Embrace problem-solving as a learning experience and ensure policy and compliance adherence.
Requirements
- A minimum of five years of experience in sales, customer service, or related field.
- A bachelor's degree in business, supply chain, finance or related field, or the equivalent combination of education and years of experience.
- Experience working in and/or supporting CPG and/or pet/health product channels.
- Proficiency in Microsoft Office, including Outlook and Excel.
Nice-to-haves
- Excellent communication and interpersonal skills.
- Proficiency in CRM systems (e.g., Microsoft Dynamics 365, Salesforce, HubSpot) and customer feedback tools.
- Experience with e-commerce platforms and omnichannel customer engagement.
Benefits
- Discretionary/performance-based incentives.
- Medical, dental and vision insurance plans.
- Optional HRA/HSA.
- Telemedicine.
- Employee assistance and wellness programs.
- Long-term disability.
- Basic life and AD&D.
- 401(k) with a company match.
- Paid time off starting at 20 days per year.
- 10 paid holidays each year.
- Paid parental leave.
- Commuter and transit programs.
