Customer Experience Program Specialist

Alto Shaam; Menomonee Falls (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Alto-Shaam is seeking a Senior Customer Experience - Program Specialist to lead the Voice of Customer initiatives and collaborate with Sales, Operations, Supply Chain, and Product Management. You will drive customer-driven improvements and scale solutions across strategic accounts.

You will own bid, RFP and quote management, coordinate cross-functional responses, and ensure day-to-day support for assigned accounts while translating feedback into prioritized projects that deliver measurable

Qualifications

• Experience leading cross-functional projects and change.
• Strong stakeholder management and communication skills.
• Customer-focused with business acumen and analytics.
• Experience with RFPs and customer processes.

Responsibilities

• Own the Voice of Customer program: collect, analyze and prioritize improvements.
• Advise on customer needs in project planning with executives and teams.
• Lead customer-specific projects from concept to adoption and rollout.
• Measure business value of CX improvements and tie to brand promise.
• Manage bid, RFPs and quotes for strategic/national accounts.
• Handle day-to-day account support and order-related inquiries.
• Coordinate customization requests and PO execution on complex accounts.
• Scale successful solutions across the customer base.
• Forecast account trends and assist rollout planning.
• Resolve challenging customer and sales requests with negotiation.
• Support strategic planning and marketplace development.

Skills

Voice of Customer

Stakeholder management

RFPs & quotes

CRM systems

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

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

Acts as the customer advocate and project leader for strategic initiatives, Voice of Customer programs, and key account solutions. Oversees RFPs, customization, and rollout execution while maintaining day-to-day support for assigned accounts to stay closely connected to the customer experience. Partners with Sales, Operations, Supply Chain, and Product Management to deliver customer-driven improvements and scale successful solutions across the organization, creating lasting impact beyond individual accounts.

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

• Own the Voice of Customer program: collection, analysis, and translation of customer feedback into a prioritized set of projects and improvements.
• Act as the voice of the customer in project planning and prioritization, and serve as a trusted advisor to customer stakeholders and executives, and to Sales, Operations, Planning, Supply Chain, and IT.
• Lead customer-specific projects from concept through implementation and adoption, including customer rollouts, customer-specific requirements, and account-driven process changes.
• Measure and quantify the business value of customer experience improvements, connecting project outcomes to Alto-Shaam's brand promise and to sustainable competitive advantage.
• Own bid, RFP, and quote management for strategic and national accounts: coordinate pricing and proposals across functions. Develop responses to National/Strategic RFPs and quotes that articulate the Company’s value propositions and brand promises. Manage a repository of reusable RFP content.
• Handle day-to-day customer service execution for assigned accounts — order entry, quote support, status inquiries, and standard issue resolution — maintaining hands-on account familiarity that keeps project and VoC work grounded in real customer experience.
• Coordinate customer-specific customization requests and purchase order execution on complex accounts, partnering with Sales, Engineering, Product Management, and Operations.
• Anchor the wider business into incremental change by scaling solutions proven on one account into standard practice across the customer base.
• Develop visibility into customer trends, pain points, account opportunities, and emerging needs — both current account status and where each account is heading — and support account forecasting and rollout.
• Apply strong conflict management and negotiation skills to resolve challenging customer and sales requests.
• Support strategic planning and marketplace development by surfacing customer opportunities and risks.
• Facilitate internal support of National and Strategic account relationships to ensure alignment across the enterprise via appropriate planning, execution, reporting, and data governance. Driving seamless collaboration between customers, partners, and internal teams.

Qualifications

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

• Experience leading cross-functional projects and driving organizational change.
• Strong stakeholder management, communication, and influencing skills.
• Customer-focused mindset with strong business acumen and analytical capabilities.
• Experience with RFPs, proposals, CRM systems, and customer-facing business processes.
• Bachelor's degree or equivalent experience preferred.
• 3-7years of related experience preferred; PMP certification preferred.

Additional Information

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

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply