Customer Service Manager

Barfield Inc•Miami, FL

About The Position

Join Barfield and Become a Part of the Adventure! If you are a talented Customer Service Manager interested in working in the exciting field of aviation, Barfield wants you! Barfield is more than just a prestigious name in the industry: it is subsidiary of Air France Industries KLM Engineering We are looking to hire a dedicated Customer Service Manager to join our team who will support our Customer Care Department . Position Summary: The Customer Service Manager is responsible for overseeing key client relationships and ensuring the successful delivery of services aligned with contractual commitments. This role acts as the primary liaison between customers and internal teams, driving customer satisfaction, operational performance, and account profitability. The position requires strong leadership, communication, and problem-solving skills to manage multiple accounts and support continuous business growth.

Requirements

2–5 years of experience in key account management, customer service, or relevant experience within the MRO industry or similar industry
Proficient in Microsoft Office Suite, with advanced Excel skills
Strong negotiation skills with the ability to manage and follow through on client contracts
Demonstrated ability to multitask and manage multiple client accounts simultaneously
Proven track record of delivering effective client solutions and achieving results
Ability and willingness to travel for customer visits as required
Excellent verbal and written communication skills, with the ability to listen, present, and build relationships in a customer-focused environment

Nice To Haves

Experience with Quantum ERP is a plus
Fluency in English required; additional language skills (French or Spanish) are a plus

Responsibilities

Build and maintain strong, trusted relationships with key clients to support long-term partnerships
Address and resolve client issues and escalations in a timely and effective manner
Monitor assigned accounts daily, including validation of quotes within the ERP system
Participate in operational meetings with internal stakeholders, external customers, and cross-functional business units
Provide clear and consistent reporting on program status through Program Reviews, Weekly Status Reports, and daily performance metrics to ensure progress toward account objectives
Serve as the primary point of contact, managing communication between key clients and internal teams
Ensure all client requirements and deliverables are met in alignment with agreed timelines
Act as a liaison across departments, working closely with repair management, sales, logistics, and other teams to deliver high-quality service and drive continuous improvement in customer satisfaction
Proactively identify and anticipate risks that may impact account performance or profitability, and lead cross-functional efforts to develop and implement corrective action plans
Monitor and manage costs, including but not limited to parts, labor, exchanges, outsourcing, BER, and O&A
Partner with Finance to maintain target profit margins across assigned accounts
Collaborate with the Sales team to maximize revenue opportunities through upselling and cross-selling initiatives
Prepare and present account performance reports and lead quarterly business reviews with stakeholders
Continuously analyze client data to ensure compliance with GTAs and contractual agreements