Outokumpu

Customer Experience Specialist

Outokumpu

full-time

Posted on:

Location Type: Hybrid

Location: Calvert • Alabama • United States

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Salary

💰 $79,200 - $99,000 per year

About the role

  • Govern the Customer Onboarding process to ensure clarity, consistency, and a smooth transition for new accounts.
  • Manage CSI reporting and insights by consolidating customer feedback, trend analysis, and root‑cause themes to guide Commercial and Operational teams in closing experience gaps.
  • Own the Corrective Action Request (CAR) process end‑to‑end, ensuring timely follow‑up, customer‑focused root‑cause actions, and transparent communication.
  • Manage the Customer Experience Dashboard (quoting performance, claims, SOTIF, CAR metrics, onboarding KPIs, etc.) to identify trends and improvement opportunities.
  • Map buying journeys, identifying touch points and translate insights into targeted improvements.
  • Align sales activities to a structured playbook and realign the Distributor offer to ensure consistency, clarity, and seamless customer experience across all sales teams.
  • Partner with Sales and Business Development teams to strengthen the lead‑generation and qualification of new opportunities. This includes providing customer‑centric insights and aligning touchpoints to buyer expectations.
  • Develop and maintain sales/customer‑focused tools, guides, and materials that help convert opportunities or enhance the experience of existing customers.
  • Manage customer/trade events, and strategic customer interactions to build trust and gather actionable feedback.
  • Collaborate with Market Intelligence, Business Analysts, and Digital Enablement and be the voice of the customer.
  • Participate in cross‑functional projects to ensure customer insights shape commercial and operational decisions.

Requirements

  • Bachelor’s degree in business, Marketing, Customer Experience, Communications, or a related field.
  • 5+ years’ experience in Sales, Customer Service, Customer Experience, Marketing, or Commercial Excellence roles.
  • Experience managing or improving cross‑functional processes.
  • Familiarity with CRM and Sales Enablement systems.
  • Experience in manufacturing, industrial, or complex B2B environments is preferred.
Benefits
  • Competitive benefit package including health, dental, disability, life and voluntary insurance options.
  • Time to recharge through PTO plus paid holidays and parental leave.
  • Work-life balance with a flexible work schedule so you can focus on your professional and personal priorities.
  • Retirement plan and company matching up to 6%.
  • Employee Assistance Program.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer onboardingCSI reportingtrend analysisroot-cause analysisCorrective Action Request (CAR) processCustomer Experience Dashboardbuying journey mappingsales alignmentlead generationcross-functional process management
Soft Skills
communicationcollaborationcustomer-centric insightstrust buildingactionable feedback gatheringstrategic thinkingproblem-solvingorganizational skillsadaptabilityrelationship management