TRI-K Summary: 

Celebrating our 50th anniversary this year, TRI-K Industries, Inc. has been a leading provider of sustainable specialty ingredients since 1974. Our mission is to inspire consumer brands and enable their success by delivering differentiating technologies, prioritizing product efficacy and sustainability. Motivated by our core values of Empathy, Curiosity, and Excellence, our customers and partners get the attention, agility, and innovation they need to be successful in the marketplace. We specialize in proteins, including amino acids and natural peptides, modern preservatives, and multi-active, multi-functional ingredient solutions. Our in-house development team continually pioneers new materials, differentiating our customers’ brands. We strive to amplify consumers’ voices within our organization, ensuring we bring relevant offerings and innovations to the market.

Role Purpose:

Empathy, TRI-K’s core value, particularly emphasizes empathy for our customers who are at the center of everything we do. We aim to have a deep understanding for how our activities impact our customers. As our mission statement suggests, we are “to inspire consumer brands and ensure customer success…” customers success is our success.

This cross-functional leadership role is crucial in advocating customer centricity across the entire organization. This role encompasses overseeing and optimizing the end-to-end customer experience. Serving as an internal customer advocate, ensuring the customer’s voice is heard and prioritized. Act as a liaison between operations and sales teams to enhance customer communication and service delivery. Communicate to stakeholders how internal inefficiencies may impact the overall customer experience of doing business with TRI-K. Propose, develop, and execute remedies and improvements with the aim of providing superb, industry-leading customer experience. 

The incumbent drives transformative changes that reflect our core values of empathy, curiosity and excellence throughout the customer journey. By fostering a customer-centric culture, this leader will:

• Implement strategies to consistently elevate the customer experience
• Facilitate seamless collaboration between departments to meet customer needs
• Translate customer insights into actionable improvements

This role is important for cultivating customer relationships, driving business growth and reinforcing TRI-K’s reputation for customer focused excellence.

Positions Reporting to this Position: Customer Care and Technical Services Associates

Role Objectives: 

• Foster positive and meaningful interactions with customers both internally and externally;
• Implement effective customer strategies that align with TRI-K’s core values of empathy, curiosity, and excellence;
• Provide training, mentoring, and guidance to customer care and technical service associates;
• Oversee and be accountable for timely and effective order entry and order execution activities;
• Collaborate with R&D, regulatory, and sustainability to ensure all customers technical service queries and needs are met timely and efficiently;
• Cultivate a customer focused culture throughout the company;
• Establish and maintain high-quality service standards to ensure consistent and exceptional customer service; 
• Actively engage with cross-functional teams including sales, marketing, business managers, R&D to align customer experience;
• Seek customer feedback and manage surveys to ensure the customer voice is heard and our continuous improvement efforts result in better customer experience;
• Design and implement appropriate KPI’s (NPS, OTIF, order entry corrections, complaints, etc.) to monitor the quality of customer experience we provide.

Requirements:

Exceptional interpersonal skills to collaborate with customers, sales, cross functional teams and organizational stakeholders.  High level of EQ and empathy at display. Sound business acumen required.  

Travel: Occasional travel to Derry, NH site.

Competencies: 

To perform the job successfully, an individual should demonstrate the following competencies:

• Exceptional interpersonal skills 
• Strong business acumen. Entrepreneurial orientation to redesign department
• Results oriented and display ownership and commitment to improve outcomes 
• Proven leadership and team management skills
• Exceptional verbal, written communication and presentation skills
• Comfort and capability to work effectively in a collaborative cross-functional organization.
• Analytical, problem-solving skills to find effective solutions and overcome challenges
• Strategic thinking – develop and execute strategies to achieve organizational goals
• Adaptability – manage competing demands
• Innovation – develop and present innovative approaches and ideas

Qualifications:

Education/Experience: Bachelor’s degree preferred. Experience in the personal care industry preferred, 5 years’ experience in customer care or service. Experience managing teams and implementing customer-centric strategies. Proficiency in using customer service tools and software. Empathy, adaptability and relationship building skills are crucial for success in this role.

Scientific Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, patents, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, and customers.

Analytical skills: 

Analytical mindset with a problem-solving approach and address ambiguity. Knowledge of MS Suite, CRM and other computer tools is essential.

Physical Demands:

This position requires working at the Denville office

We offer a competitive compensation package including:

• Medical
• Dental
• 401 (K)
• Vision
• Paid Time Off
• Life Insurance
• In addition to other programs and plans

TRI-K Industries is an equal opportunity employer, and we celebrate and value diversity in our workforce. Hiring decisions are based on qualifications, merit, and business needs.