Customer Experience & Escalations Leader

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 expedite 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. Key Skills 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. Qualifications Skills Behaviors Motivations Education Experience Licenses & Certifications Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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. #J-18808-Ljbffr Barnes Aerospace, Inc.