Customer Experience Specialist

As a global leader in Stainless Steel, we're seeking a dynamic Customer Experience Specialist  to join our Sales team in Calvert, North Mobile County, AL.

This position works hybrid. (2 days from site). 

Objective: The Customer Experience Specialist improves the end‑to‑end customer journey by monitoring and improving customer‑impacting processes (including Customer Onboarding, Corrective Action Requests, and Customer Experience performance dashboards). The role ensures that sales teams and cross‑functional partners understand and act on customer complaints, changes in buying patterns, and experience‑driving behaviors. This position supports Business Development through improved lead‑management processes and coordinates customer engagement activities that build trust and accelerate growth.

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.

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.

Salary: $79,200-99,000

What we offer:
•    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.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law. 
 
If you need an accommodation to complete any part of the application process due to a disability or medical condition, you may call 251-281-3631 or email humanresources.sl-usa@outokumpu.com.