Customer Excellence Team Leader

Barnes Group Inc • Maumee, OH • 5h ago

Description
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.
Core Responsibilities:
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.
Qualifications:
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.
Education & Experience:
Bachelor's degree in business, Supply Chain, Engineering, or related field (or equivalent experience).
Qualifications
Behaviors
Team Player - Works well as a member of a group
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Skills
Lean (preferred)
ERP(EnterprResourcePlan) (preferred)
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an inves

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