Leader, Customer Service - Parts

Barry-Wehmiller•Lynchburg, VA

About The Position

BW Packaging is driving performance at the intersection of people, technology, and customer care. As part of the privately held Barry-Wehmiller family, we unite a global team of packaging experts with a clear purpose: People Who Care, Building Solutions that Perform. We take on our customers’ toughest challenges as our own — delivering both innovative and enduring solutions that set the standard for value and performance. Our strength comes from our people and the power of our brands — trusted names in packaging that are known worldwide for engineering excellence, application expertise, and lifetime commitment to customer success. Truly Human Leadership guides our belief that exceptional business results and profound respect for people together provide the foundation of enduring success. We are committed to forging lasting partnerships with our customers, earning their trust through integrity, expertise, and execution. With our full range of packaging solutions and long term partnership and service, we help customers achieve operational excellence today while building the future of packaging together. Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world. Position Summary The Leader, Customer Service – Parts leads a high-performing team of Customer Service Representatives (CSRs) within their assigned area of responsibility — which may be defined by product line, region, or customer segment. The Leader ensures that every customer interaction is handled with urgency, care, and commercial acumen, balancing service excellence with proactive selling to drive Aftermarket (AM) Parts revenue growth. Aligned with the Vice President, Customer Service – Parts, the Leader translates global strategy into tactical execution, ensuring adoption of harmonized processes, system use, and performance standards. The Leader builds team capability, fosters accountability, and develops trusted relationships with customers and internal partners, reinforcing Packaging’s mission to make it easy, deepen relationships, and maximize long-term value.

Requirements

5+ years of experience in Customer Service, Sales, or related commercial roles.
Demonstrated success leading teams to achieve measurable revenue and performance results.
Strong working knowledge of ERP and CRM tools; experience implementing new systems preferred.
Excellent communication skills, with proven ability to manage both customer relationships and internal stakeholder alignment.
Data orientation with proven ability to analyze performance, identify trends, and adjust strategy.
Bachelor’s degree required.
Flexibility to take on evolving responsibilities in response to strategic priorities and business needs.

Responsibilities

Lead, coach, and develop a team of CSRs within assigned scope to deliver revenue while meeting high standards for customer satisfaction and service performance
Provide ongoing feedback, recognition, and performance management that builds engagement and capability.
Establish clear roles, accountabilities, and expectations for each CSR, aligned to Packaging’s customer care commitment.
Drive AM Parts sales results by balancing inbound customer responsiveness with outbound, growth-focused outreach.
Monitor daily CSR activities, pipeline progress, and order fulfillment to ensure accountability and customer confidence.
Partner with Finance and the People team to implement incentive and recognition programs that reinforce performance.
Champion consistent adoption of ERP, CRM, and other commercial tools to enable visibility, accuracy, and efficiency.
Establish and reinforce common definitions, data integrity practices, and reporting standards across the team.
Identify and implement process improvements that increase speed, quality, and customer experience.
Serve as a trusted point of escalation for complex customer issues, ensuring problems are resolved with urgency and transparency.
Collaborate with New Equipment and Aftermarket Sales teams to deliver integrated customer touchpoints.
Partner with Marketing and Customer Experience teams to ensure proactive communications and aligned service practices.