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 DescriptionActs 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 Customer Experience - Program Lead 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.
For a candidate to be successful as a Customer Experience - Program Lead 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.
- 5-8 years of related experience preferred; PMP certification preferred.
For more information about our benefits, job duties, and company values, go to
https://www.alto-shaam.com/en
Skills Required
- 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
- 5-8 years of related experience
- PMP certification
What We Do
Founded in 1955, Alto-Shaam is the inventor of the original Cook and Hold oven that revolutionized low-heat cooking and the commercial cooking industry. Today, Alto-Shaam features a full line of Cook and Hold ovens, convection ovens, combi ovens, chillers, warming cabinets and drawers, heated buffet and display cabinets, merchandisers, fryers, and rotisseries. Whether you’re preparing haute cuisine in a top restaurant, health-conscious meals in a health care facility, or tater tots in the local school, the equipment must provide a great return on investment for the foodservice program to be successful. At Alto-Shaam, we specialize in creating systems and equipment that are the core of successful and profitable foodservice programs in many different industries. While many Alto-Shaam Cook & Hold ovens still take a little bit of effort and electricity to make an amazing prime rib, many chefs are using this commercial kitchen staple oven for steaks, vegetables, braising short ribs, baking cheesecakes, proofing bread dough or reheating convenience food items. With no flavor carryover, a very small electricity draw, no exterior ventilation needed, the Cook & Hold can work all day, every day, with maximum efficiency.
