Customer Excellence Team Leader

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).