Customer Service Leader

Core Responsibilities:

• Serve as the Customer Service leader for all Barnes Aerospace sites, CRO & OEM.
• Develop and deploy Customer Service processes for sites globally to provide periodic (daily/weekly) agreed-upon performance updates to customers (quality, delivery, open actions), backlog review, order entry, and customer scorecard management.
• Oversee the review and analysis of customer schedule changes to understand impact to sales plan and operations; coordinate and submit any pricing changes required by customer changes.
• Escalate issues from site Customer Service and Contracts teams appropriately and promptly to commercial leadership and general management as needed.
• Monitor and report on customer satisfaction with Global S&C Team and participate in escalated customer visits, site visits/audits, as needed.
• Support each site’s Division Export Compliance Administrators (DECA) to maintain documented processes and provide training at sites for contract review, export license management, and foreign visitor screening and employment plans. Ensure that any export compliance issues are addressed during the quoting process for customers.

Qualifications:

• 3-5 years in customer-facing leadership role in an aerospace or high-quality manufacturing industry (Repair 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 and ability to 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.

Education Requirements:

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

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.

Originally posted on Himalayas