Hybrid Customer Experience Specialist

at Outokumpu

• Job title: Customer Experience Specialist
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $79,200 - $99,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Calvert, United States

About the role

• Customer Experience Specialist at Outokumpu enhancing customer journey and sales support. Monitoring processes, managing onboarding, and providing insights for business development.

Responsibilities

• 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.