Customer Experience Specialist - Strategic Accounts

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.