Customer Service Manager

Job Title

Core Responsibilities:

• Serve as the site's primary point of contact for customer communication/escalations post-deal.
• Oversee backlog review, order entry, and customer scorecard management.
• Support contract closeout and post-sales follow-up activities.
• Serve as the primary point of contact for customer site communications, ensuring timely and professional updates, and escalate issues to commercial leadership and site management as necessary to ensure swift resolution.
• Monitor customer satisfaction and lead visits/audits.
• Disseminate contract requirements, deliverables, and terms and conditions to functional areas.
• Oversee the review and analysis of the Customer Service Analyst's daily activities, including but not limited to customer schedule changes to understand impact to sales plan and operations; coordinate and administer any pricing changes required by customer changes.
• Responsible for monitoring and maintaining standard work practices at the site level to ensure consistency, compliance, and operational excellence.
• Oversee initiatives to meet all federal statutory and regulatory requirements and Barnes policies regarding export compliance and federal acquisitions. Ensure small business plans and reporting are completed as required.
• Lead, develop, and coach a high-performing customer service team by enhancing skills through regular 1:1 coaching sessions, fostering employee engagement, and driving consistent performance outcomes.
• Serve as Division Export Compliance Administrator (DECA). Administer all export activity (both Defense and Commercial) to include but not limited to training, shipping, contract review, license and agreement preparation and submittal, and foreign visitor screening and employment plans. Ensure that any export compliance issues are addressed during the quoting process for customers.
• Responsible for understanding and effectively communicating site dashboard metrics during internal and external report-outs, ensuring data accuracy and clarity in performance updates.
• Responsible for overseeing the execution and accuracy of site EDI transactions to ensure seamless and reliable data exchange with customer.
• Responsible for end-to-end proposal management.
• Responsible accurate Salesforce data management.

Qualifications:

• 5-7 years in customer-facing roles in manufacturing or the aerospace industry (CRO or OEM).
• Excellent interpersonal and service recovery skills. Able to maintain composure during high-stress or conflict situations, demonstrating empathy and professional persistence.
• Excellent customer relationship management skills with an ability to build trust and maintain positive relationships through timely updates and professional communication, even under pressure.
• Strong problem-solving & escalation management skills in which you can quickly identify root causes of issues (e.g., delivery or quality problems) and engage appropriate teams to resolve them.
• Strong cross-functional collaboration skills with an ability to work effectively with operations, quality, engineering, and commercial teams to align responses to customer needs.
• Strong organizational skills for managing data, priorities, and timelines.
• Knowledge of ERP/CRM systems (e.g., SAP, SFDC) is a plus.
• Ability to interpret delivery metrics, quality trends, and customer scorecards to drive continuous improvement.
• Basic understanding of commercial agreements to ensure order compliance and facilitate contract closeout activities.
• Travel requirement ~10%

Education Requirements:

• Bachelor's degree preferred; relevant experience acceptable in lieu.

At Barnes, career development is a shared responsibility in which all employees are encouraged to develop, improve, and enhance their skills.

This job position may include access to controlled information or technology subject to U.S. export control laws. If an applicant does not meet the definition of a "U.S. Person" (which includes U.S. citizens, U.S. lawful permanent residents, and those granted U.S. asylum or refugee status), the Company may be required to obtain an export control license. If the position for which you applied involves access to controlled information or technology subject to U.S. export control laws, then any offer is also contingent on verification of appropriate documentation for the Company to assess whether an export license will be required to employ you in that role, and if it is determined that an export license is required, the offer is also contingent on the Company's determination, in its sole discretion, whether a license application and ongoing administration is prudent under the project's contract parameters and whether an export license can be successfully obtained before you can start in that role. Export license applications may take several weeks to be processed.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.