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](https://For more information about our benefits, job duties, and company values, go to https://www.alto-shaam.com/en)