Barnes International Limited-posted 3 months ago
Full-time • Mid Level
Maumee, OH
Heavy and Civil Engineering Construction

Barnes has an exciting and challenging career opportunity for a Customer Excellence Team Leader in its Force and Motion Control SBU, Maumee, OH. If you are a talented, self-driven and high-energy individual and would like to add value to the customer Excellence team by leading continuous improvement efforts and collaborating cross-functionally with key departments, this position is for you. This will be a challenging and rewarding opportunity for the right candidate who can make a positive impact as part of the Customer Excellence Team.

  • Provide direct leadership to Customer Service Representatives, including coaching, mentoring, and development.
  • Act as the first escalation point for customer requests and complaints; approve credits and RGAs.
  • Support coverage of unassigned accounts and staffing shortages (vacations, out-of-office).
  • Drive implementation of initiatives, including Continuous Improvement (CI) projects, SOP changes, and workflow enhancements.
  • Develop, update, and maintain SOPs, work instructions, and documentation.
  • Assist with initial onboarding training and ongoing training for team members.
  • Partner cross-functionally with operations, supply chain, engineering, quality, and sales to deliver seamless customer experiences.
  • Leverage Infor M3 and ERP systems to manage accounts, streamline order flow, and improve data accuracy.
  • Define and track customer service KPIs, using insights to improve service levels and efficiency.
  • Provide inside sales support through order management, pricing, product availability, and proactive customer follow-up.
  • Promote the Voice of the Customer (VOC) to drive improvements in products, processes, and services.
  • Maintain awareness of industry and FMC trends to strengthen customer relationships and growth opportunities.
  • Perform other duties as assigned.
  • Adhere to the Barnes Group Code of Ethics and Values.
  • 5+ years of team leader responsibility for customer service, sales support, or operations experience in manufacturing/industrial environment.
  • Leadership experience managing customer-facing teams.
  • Strong communication, problem-solving, and decision-making skills.
  • Experience with LEAN/Continuous Improvement.
  • Proficiency in ERP systems (Infor M3 preferred) and MS Office.
  • Proven success developing and leading customer excellence/account management teams.
  • Strong commercial acumen supporting sales growth and retention.
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