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.

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Summary: The FSQA Specialist - Customer Relationship Management position is responsible for assigned FSQA (Food Safety and Quality Assurance) systems and processes which support overall Customer Relationship Management (CRM) activities.

Key Responsibilities:

• Collaborates with cross-functional personnel and/or teams throughout the company in response to general, regulatory and/or technical related customer requests for information through utilization of recognized internal FSQA Work Ticket System.
• Ensures and verifies that the most appropriate and accurate response to customers has been communicated in adherence to established Customer Relationship Management (CRM) policies, procedures, and protocols.
• Ensures the CRM system is effectively managed, maintained, and accurate to reduce and/or eliminate any risks presented to food safety, legality, and quality.
• Maintains an up-to-date knowledge of the company's products and processes.
• Provides key Seattle Support Center and facility management staff with information and data needed for planning, analysis, decision making, and the execution of programs to achieve key business objectives and understand essential data requirements.
• Strong expertise in responding to customer needs quickly and completely by exhibiting excellent communication and presentation skills.
• Acts as a "company spokesperson" by establishing the authority to remedy and resolve any/all global Customer/Consumer complaints and/or food safety reports of personal illness/injury.
• Performs basic data input and supervision of Customer/Consumer questions, comments, and complaints through established internal system applications, procedures, policies and protocols.
• Interfaces with Facilities, Sales/Customer Service, Co-Manufacturing, Operations and FSQA team members (and/or other groups), in information management, problem resolution, and continual improvement.
• Immediately escalates serious complaints or issues that require food safety, legal and/or insurance resolution.

Additional Responsibilities:

• Manages established Facility Incident Report (FIR) processes to ensure non-conforming product is brought back into saleable form as quickly as possible and includes identification of root cause and corrective actions to prevent recurrence.
• Supports product food safety, quality, and legality failure investigations.
• Delivers data analysis to support and assist the Facility and Seattle Support Center FSQA Management team members in KPI decision making to drive targeted business area initiatives and objectives.
• Other duties and tasks as assigned.

This is a nonexempt position with an hourly rate of $21 to $34.

Trident Seafoods offers a comprehensive and quality benefits package. Full time employees may be eligible for 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, and 401(k) with a company match, vacation, sick time, 10 paid holidays each year, and paid parental leave. For full-time employees, the initial vacation benefit starts at 10 days per year, adjusted commensurate with relevant experience, and 7 days of sick leave per year (9 in Seattle), accrued bi-weekly. Commuter and transit programs are also available.

Minimum Qualifications:

• A minimum of two years of experience in consumer relations, customer service, or related field.
• Strong data entry and computer skills utilizing Microsoft Excel, Word, Outlook, databases, other proprietary computer programs, and basic knowledge of network structures
• Experience working in a customer-facing environment.

Preferred Qualifications:

• Associate's degree and/or 1-2 years related experience and/or training; or equivalent combination of education and experience
• Food and beverage industry experience
• Well organized and multi-task oriented
• Strong desire to drive for continuous improvement, and ability to work effectively in a dynamic and challenging environment.
• Ability to establish priorities performs multiple tasks simultaneously, meet deadlines and work in a team environment.
• Strong self-starter who is detail oriented, able to provide high quality, accurate work
• Collaborative communication (listening, communicating clearly) with diverse teams

Work authorizations:

• This position is not eligible for immigration sponsorship