Job 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.

The Customer Experience Manager leads the Customer Experience team and is accountable for delivering a seamless, accurate, and responsive customer experience across the end‑to‑end order lifecycle. This role balances customer experience strategy with operational excellence by overseeing contact center operations, ensuring order accuracy and data integrity, serving as the escalation point for complex customer issues, and developing a high‑performing, values‑driven team that consistently puts the customer at the center of decisions.

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

Customer Experience Strategy & Journey Ownership:

• Lead, coach, and develop a Customer Experience team that models company values and drives continuous improvement.
• Identify customer experience gaps, lead root‑cause analysis, and drive sustainable solutions that prevent recurring issues.
• Partner closely with Sales to drive long-term customer loyalty through proactive, customer-centric engagement and problem solving.
• Serve as a cross‑functional partner to Operations, ensuring customer‑first thinking guides all decisions that impact the customer.
• Navigate conflict and complex situations with calm, empathy, and professionalism, maintaining trust with customers and internal partners.
• Apply analytical thinking and continuous improvement principles to evolve the customer journey, service model, and team capabilities.
• Collaborate with HR on staffing, training, and development initiatives.

Operational Oversight – Order Accuracy & Data Integrity:

• Identify and implement tools and processes to improve service efficiency and effectiveness.
• Ensure accurate and timely order entry through defined standards, training, and disciplined execution.
• Own customer and master data integrity within ERP systems; drive compliance, education, and corrective actions as needed.
• Track, report, and present key performance metrics to improve customer experience, including order accuracy, responsiveness, rework, returns, and requested ship date performance.
• Partner cross‑functionally to ensure seamless, end‑to‑end execution in the order‑to‑delivery lifecycle.
• Identify, escalate, and resolve systemic operational issues that create customer friction.
• Perform other duties and responsibilities as assigned to support evolving business needs.

Qualifications

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

• Bachelor’s or 5+ years of customer service-related experience in B2B; manufacturing preferred.
• Proven ability to lead change and perform under pressure.
• Operational fluency in order‑to‑cash, ERP systems, and data accuracy.
• Strong servant leadership, problem‑solving, and cross‑functional collaboration.

Additional Information

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

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