Account Support Representative ensuring high quality customer service by resolving product issues. Processing orders and maintaining effective communication with customers, sales reps, and management.
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.
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