Customer Experience Specialist - Strategic Accounts

Company Description

Join the Alto-Shaam Team 

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Whether you're just beginning your career or have years of assembly experience—you've come to the right place. Working at Alto-Shaam means you’re part of a passionate team of people all working together towards one common goal. We want you on our team, because you believe in getting better every day. That kind of continuous improvement is what leads to promotions, pay raises, and company-wide innovation.

Since 1955, Alto-Shaam has pioneered industry-leading foodservice equipment that anticipates and responds to industry needs. Our solutions have helped generations of foodservice professionals enhance their menus while providing a greater return on their investment.

Job Description

The ideal candidate for a Customer Experience Specialist would be able to do the following:

• Serve as primary Customer Experience point of contact for assigned segments of strategic accounts. 
• Engage in actions that promote customer relationships and ensure a superior customer experience that is in alignment with the Alto-Shaam brand image.
• Liaisons between the customer and other internal support functions to assist in the resolution of issues related to the order-to-delivery process. Make decisions within the approved level of delegated authority, seeking win-win resolutions that balance the organization's financial goals with customer expectations.
• Ensure compliance with Alto-Shaam company policies while following executed customer contracts by auditing, analyzing, and interpreting strategic account orders, and accurately processing them into the company ERP system.
• Interface with Planning and Logistics to coordinate on-time deliveries based on customer-requested delivery dates and system-generated available-to-promise dates.
• Contribute to the achievement of shared goals by providing issue-resolution support to Customer Experience Representatives within the department. 
• Document and update all procedures and special requirements for dedicated accounts. Maintain data and records in accordance with document retention policies.
• Address inbound phone calls, emails, and chats each day from internal & external customers within a structured environment.

Qualifications

For a candidate to be successful as a Customer Experience Specialist they must have:

Skills Required

• Excellent verbal and written communication skills
• Ability to deal with stressful situations and maintain positive professional behavior
• Ability to work independently and cross-functionally in a team environment
• Ability to multi-task, prioritize and manage time effectively
• Strong knowledge of computer software including Microsoft products and an ERP System

Education/Experience Required

• Associate’s degree in business with 5+ years of equivalent business-to-business experience or Bachelor’s degree with 1+ years of experience.
• Minimum 3 years of customer service experience.

Additional Information

For more information about our benefits, job duties, and company values, go to

https://www.alto-shaam.com/en