Ecommerce Customer Account Specialist

About Us:

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, foodservice, 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.

Our Core Values:

Position Overview:

The eCommerce Customer Account Specialist plays a critical role in executing high-volume, transactional order management for Amazon and eCommerce accounts. This position operates in a fast-paced environment with short lead times and frequent order adjustments driven by production constraints.

Success in this role requires strong organizational skills, data accuracy, and the ability to manage ongoing daily/weekly order and operational changes. The position is primarily focused on internal coordination, cross-functional communication, and execution excellence rather than external account development.

The ideal candidate thrives in a structured, detail-oriented environment and is comfortable working within ERP systems, spreadsheets, and customer portals daily.

Responsibilities:

* Manage end-to-end order execution for assigned eCommerce accounts, from purchase order receipt through delivery, within ERP and customer portals.

* Coordinate daily and weekly order activity, including adjustments, cancellations, ship windows, carrier routing, and re-routes to support on-time and in-full performance.

* Manage ongoing order changes and weekly reductions ("cuts") driven by production constraints, ensuring accurate system updates and internal communication.

* Utilize Microsoft Dynamics AX and customer portals to support order-to-cash processes, inventory visibility, pricing accuracy, and reporting.

* Collaborate cross-functionally with Sales, Supply Chain, Transportation, and IT to resolve operational issues and maintain service levels.

* Lead or participate in cross-functional alignment meetings to drive resolution and clarify ownership.

* Maintain customer-specific documentation, pricing records, reporting, and account instructions with high accuracy.

* Support EDI setup, testing, troubleshooting, and ongoing system maintenance in partnership with IT and third-party providers.

* Investigate and resolve shipment issues, customer complaints, RMAs, and non-conformances in coordination with internal teams.

* Identify and implement process improvements to enhance efficiency and operational visibility.

* Serve as an internal subject matter expert (SME) for assigned accounts and systems.

* Act as backup support for designated team members to ensure continuity of service.

* Adhere to food safety, regulatory, and company policies and procedures.

* Other duties as assigned.

Qualifications:

* High school diploma or GED required; Associate or Bachelor's degree preferred. Relevant experience in eCommerce, customer operations, or ERP-based order management may be considered in lieu of formal education.

* 3+ years of experience in customer operations, eCommerce order management, supply chain coordination, or high-volume transactional environments. Experience within CPG or manufacturing preferred.

* Strong ERP experience (Microsoft Dynamics AX preferred) with demonstrated ability to manage order-to-cash processes and system accuracy.

* Advanced Excel proficiency required, including pivot tables, lookups, data reconciliation, and reporting.

* Experience working within eCommerce platforms such as Amazon Vendor Central or Shopify preferred.

* Experience supporting EDI processes, troubleshooting, and cross-functional system coordination.

* Demonstrated ability to manage multiple priorities in a fast-paced, short lead-time environment with shifting production constraints.

* Strong cross-functional collaboration skills with the ability to communicate clearly and professionally across Operations, Supply Chain, Sales, and Transportation teams.

* Highly organized, detail-oriented, and comfortable working in repetitive, process-driven tasks with sustained accuracy.

* Strong accountability mindset with the ability to navigate ambiguity and resolve issues independently.

* Adaptable and comfortable learning new systems, tools, and processes.

Hours, Location and Pay:

We offer a competitive base pay rate and comprehensive benefits package for full-time employees. This role works standard business hours Monday - Friday at our Little Chute, WI manufacturing facility.

Physical and Mental Demands:

* While performing the duties of this job, the employee is frequently required to sit, hear, use hands to type data, use a personal computer and telephone.

* Specific vision abilities required in this job include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Mental demands include multi-tasking, decision making, problem solving, comparing, copying, computing, compiling, analyzing, coordinating, and synthesizing data.

* Potential for exposure to chemicals, heights, loud noises, mechanical equipment, wet environments, and other potential hazards exists.

Safety Statement:

At Trilliant and Horseshoe, safety is every employee's first responsibility. We expect all employees to adhere to all safety practices, have the moral courage to stop other individuals from performing unsafe acts, and immediately report unsafe conditions.

Disclosures:

* The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

* Responsible for following food safety/regulatory policies and procedures, executing responsibilities as identified in standard operating procedures, and reporting food safety/regulatory concerns to the Production or Quality Manager.

* Trilliant Food & Nutrition and Horseshoe Beverage Company are Drug Free Workplaces. All applicants are subject to a drug screen and background check as a condition of employment.

* Trilliant Food and Nutrition and Horseshoe Beverage participate in the E-Verify process.

* EEO/AA including Vets and Disabled

* If you need a reasonable accommodation for any part of the employment process, please contact us by email at HR@trilliantfood.com and let us know the nature of your request and your contact information.

* Trilliant Food and Nutrition and Horseshoe Beverage are Equal Opportunity Employers.

* The principles of the OECD and UN have been taken into consideration and used as guidance in our human rights practices and procedures.