SUPERVISOR, ORDER SERVICES

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.

Summary: The Supervisor for Order Services role oversees the day-to-day operations of the Order Services team, ensuring timely and accurate processing of incoming orders. This role will oversee a team of order specialists, and will provide leadership and guidance around best practices, performance expectations, training, and will be a key enabler to making process improvements

Essential functions (responsibilities, tasks, supervisory needs)

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Serve as the primary liaison for internal partners (e.g. Sales Support, Sales, Logistics, Supply Chain) regarding order-related updates and issue resolution.
• Oversee daily order processing activities ensuring key performance indicators (KPIs) are met for timely order entry
• Manage escalations and complex customer requests with a solutions-oriented approach working with other key stakeholders.
• Ensure adherence to established operating procedures and support processes using job aids and SOPs. Provide daily direction and support where needed.
• Partner with Sales Support Specialists and Customer Experience Managers and Supervisors to support strategic initiatives and contribute to customer lifecycle management.
• Monitor workload distribution and team productivity to ensure timely completion of tasks and prioritization.
• Monitor order reporting and support data quality analysis and data cleanup initiatives.
• Lead post shipment issue resolution activities.
• Assist with order processing tasks as needed, particularly during peak times or when team coverage is limited.

This is a non-exempt position with an hourly rate range of $36 to $48 per hour.

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, paid time off, 10 paid holidays each year, and paid parental leave. For full-time employees, the initial paid time off benefit starts at 20 days per year, adjusted commensurate with relevant experience. Commuter and transit programs are also available.

Required Qualifications (education, years of experience, KSAs)

• A minimum of 5 years of experience in sales support, order fulfillment, customer experience, or related field.
• A bachelor's degree in business, finance, supply chain, or related field, or the equivalent combination of education and years of experience.
• Experience working in or supporting order management
• Proficiency in Microsoft Office, including Outlook and Excel

Preferred education and experience

• Management/leadership experience
• High attention to detail and strong organizational skills
• Strong problem-solving skills and ability to prioritize and delegate tasks
• Excellent communication and interpersonal skills, especially for internal coordination

Work Environment

This is an on-site position based at the Trident Support Center office in Seattle's Ballard neighborhood, with the option to work remotely on Fridays.

In-office time takes place in a typical office environment: temperature controlled with adequate lighting and moderate noise. While remote, employees must provide appropriate home office space.

Physical/Mental demands:

While performing the duties of this Job, the employee is regularly required to sit for long periods of time at a desk. Frequently required to finger, handle, or feel and reach with hands and arms. The employee is frequently required to talk or hear. The employee will occasionally stand, walk, and may lift and/or move up to 10 pounds. Specific vision abilities required by this job include near vision for frequent use of a computer.

Work Authorization

This position is not eligible for immigration sponsorship.