Customer Operations Coordinator

About Us:

Trilliant Food & Nutrition is a leading 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 and cutting-edge equipment, 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 Customer Operations Coordinator is an administrative and operational support role responsible for centralizing key processes, maintaining data accuracy, and improving workflow efficiency across Customer Operations, Customer Service, Sales, and Marketing.

This role is designed to provide shared support across multiple functions, by providing structured administrative support, system maintenance, process documentation, and coordination of operational activities. The coordinator will manage key administrative processes, support system and data maintenance activities, and assist in the development and standardization of workflows across the organization.

Additionally, this role partners cross-functionally to ensure accurate execution of operational processes, supports onboarding and documentation activities, and identifies opportunities to improve efficiency through centralized administrative ownership and continuous process improvement.

Responsibilities:

Administrative & Operational Support

* Provide centralized administrative support across Customer Operations, Customer Service, Marketing and Sales teams.

* Coordinate completion of sales documentation, customer forms, and internal administrative requirements

* Support onboarding activities for new customers, including setup, documentation, setup coordination, and process tracking

* Assist with maintaining organization and accessibility of customer-related documentation and records.

Sample & Materials Management

* Coordinate and ship product samples to customers, prospects, and internal stakeholders.

* Own and manage the company sample program, including inventory, tracking, and replenishment.

* Manage shipments supporting trade shows, customer visits, and external events.

* Maintain inventory of sample products, packaging materials, and related supplies.

* Develop and implement standardized processes for refrigerated shipments to ensure product integrity and on-time delivery.

* Ownership of the administrative entry and coordination of sample orders and donation orders, as that will be an important component of the role.

Systems & Data Management

* Perform administrative updates and maintenance within Microsoft Dynamics AX (AX)

* Maintain customer master data and item master data to ensure accuracy and consistency across systems

* Assist in the setup and maintenance of Trade Agreements and pricing structures.

* Assist with new customer and item setup processes, ensuring proper system configuration and documentation

Process Standardization & Documentation

* Create, update, and maintain Standard Operating Procedures (SOPs) to ensure consistency and scalability.

* Identify opportunities to centralize administrative processes to improve efficiency and reduce manual workload across teams.

* Partner with cross-functional teams to standardize workflows and ensure alignment to best practices.

* Drive consistency in administrative processes to support scalability and operational efficiency.

Cross-Functional Coordination

* Provide administrative coordination for cross-functional initiatives and internal projects.

* Support execution of operational initiatives through task tracking, communication, and follow-up

* Partner with Sales, Marketing, Customer Service, and Supply Chain teams to ensure alignment on administrative processes

* Assist in organizing and supporting trade shows, customer visits, and internal operational activities

Sales & Customer Documentation Support

* Support completion and maintenance of customer onboarding documentation, forms, and required paperwork

* Assist with preparation and coordination of sales-related documentation and administrative deliverables

* Ensure documentation is accurate, complete, and properly stored for accessibility and compliance

Compliance & Continuous Improvement

* Adhere to food safety, regulatory policies, and standard operating procedures, escalating concerns to Production/Quality Managers.

* Proactively identify administrative responsibilities that can be centralized within the role to drive efficiencies across the organization.

* Support implementation of process improvements, automation opportunities, and best practices.

* Ensure processes are consistently followed and continuously improved for scalability and effectiveness.

Order Fulfillment & Operational Coordination

* Proactively identify administrative and operational tasks that can be centralized within the role.

* Recommend process improvements to enhance efficiency, accuracy, and consistency across departments.

* Support implementation of improved workflows, tools, and best practices.

* Contribute to building scalable administrative processes that reduce workload across customer-facing teams.

Qualifications:

* 3-5 years of experience in administrative, customer operations, customer service, or supply chain roles, preferably in the CPG industry focusing on the beverage category.

* Bachelor's degree or equivalent combination of education and experience.

* 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.

* Experience working, maintaining, updating with ERP systems data (Microsoft Dynamics AX preferred).

* Experience with data management, documentation, and process coordination.

* Ability to manage and organize large volumes of data.

* 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.

* Strong relationship-building abilities and a commitment to teamwork.

* 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.

* Familiarity with industry trends and best practices in customer experience management.

* Proficiency in order-to-cash processes, inventory management, and e-commerce platforms.

* Comprehensive understanding of supply chain workflows, production planning, and logistics coordination.

* Advanced skills in Microsoft Office Suite (Excel, Outlook, Teams) and data analysis tools (e.g., Power BI).

* Experience working in ERP systems (AX experience preferred).

* Ability to manage and maintain data accuracy across systems.

* Highly organized and detail-oriented with strong follow-through.

* Strong sense of ownership and accountability.

* Ability to manage multiple priorities in a fast-paced environment.

* Proactive mindset with a focus on continuous improvement and efficiency.

* Exceptional communication skills (written and verbal) to build rapport with sales and internal teams.

* 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.

* Experience supporting reporting, tracking, and administrative workflows

* Adaptability and willingness to evolve with business needs

Hours, Location and Pay:

We offer a competitive base pay rate and 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. This employee may occasionally have to operate business machines and lift and/move up to 50 pounds.

* 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.