At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch communication with clients.
- Company: Join Barnes Aerospace, a leader in the aerospace industry with a focus on innovation.
- Benefits: Enjoy competitive pay, career growth, and a supportive work environment.
- Other info: Be part of a diverse team committed to operational excellence and compliance.
- Why this job: Make a real difference by enhancing customer relationships and driving service excellence.
- Qualifications: 5-7 years in customer-facing roles, strong problem-solving skills, and excellent communication.
The predicted salary is between 40000 - 50000 £ per year.
An exciting opportunity exists at Barnes Aerospace for a Customer Service Manager (CSM) within the Global Commercial and Customer Service Team. The C&CS Team is responsible for supporting the sales function in various process steps. The Customer Service Manager role is accountable for building and maintaining customer relationships as the primary customer service point of contact through ensuring consistent, high-quality communication with customers and execution of commercial commitments at the site level. Working as part of the Site General Manager leadership team, the CSMs are responsible for proactive updates, issue resolution, and day-to-day contract support.
Core Responsibilities
- Serve as the site's primary point of contact for customer communication/escalations post-deal.
- Oversee backlog review, order entry, and customer scorecard management.
- Support contract closeout and post-sales follow-up activities.
- Serve as the primary point of contact for customer site communications, ensuring timely and professional updates, and elevate issues to commercial leadership and site management as necessary to ensure swift resolution.
- Monitor customer satisfaction and lead visits/audits.
- Disseminate contract requirements, deliverables, and terms and conditions to functional areas.
- Oversee the review and analysis of the Customer Service Analyst’s daily activities, including but not limited to customer schedule changes to understand impact to sales plan and operations; coordinate and administer any pricing changes required by customer changes.
- Responsible for monitoring and maintaining standard work practices at the site level to ensure consistency, compliance, and operational excellence.
- Oversee initiatives to meet all federal statutory and regulatory requirements and Barnes policies regarding export compliance and federal acquisitions.
- Ensure small business plans and reporting are completed as required.
- Lead, develop, and coach a high-performing customer service team by enhancing skills through regular 1:1 coaching sessions, fostering employee engagement, and driving consistent performance outcomes.
- Serve as Division Export Compliance Administrator (DECA).
- Administer all export activity (both Defense and Commercial) to include but not limited to training, shipping, contract review, license and agreement preparation and submittal, and foreign visitor screening and employment plans.
- Ensure that any export compliance issues are addressed during the quoting process for customers.
- Responsible for understanding and effectively communicating site dashboard metrics during internal and external report-outs, ensuring data accuracy and clarity in performance updates.
- Responsible for overseeing the execution and accuracy of site EDI transactions to ensure seamless and reliable data exchange with customers.
- Responsible for end-to-end proposal management.
Qualifications
- 5-7 years in customer-facing roles in manufacturing or the aerospace industry (CRO or OEM).
- Excellent interpersonal and service recovery skills.
- Able to maintain composure during high-stress or conflict situations, demonstrating empathy and professional persistence.
- Excellent customer relationship management skills with an ability to build trust and maintain positive relationships through timely updates and professional communication, even under pressure.
- Strong problem-solving & escalation management skills in which you can quickly identify root causes of issues (e.g., delivery or quality problems) and engage appropriate teams to resolve them.
- Strong cross-functional collaboration skills with an ability to work effectively with operations, quality, engineering, and commercial teams to align responses to customer needs.
- Strong organizational skills for managing data, priorities, and timelines.
- Knowledge of ERP/CRM systems (e.g., SAP, SFDC) is a plus.
- Ability to interpret delivery metrics, quality trends, and customer scorecards to drive continuous improvement.
- Basic understanding of commercial agreements to ensure order compliance and facilitate contract closeout activities.
Customer Service Manager employer: Barnes Aerospace, Inc.
Barnes Aerospace in Newton Abbot offers a dynamic work environment where the Customer Service Manager plays a pivotal role in fostering strong customer relationships and ensuring operational excellence. Employees benefit from a supportive culture that prioritises professional development through coaching and engagement, alongside competitive compensation and compliance with federal regulations. The company's commitment to employee growth and a collaborative atmosphere makes it an exceptional place for those seeking meaningful and rewarding careers in the aerospace industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Barnes Aerospace on LinkedIn. A friendly chat can give us insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you’d handle tough situations or resolve conflicts. We want to show them we can keep our cool and deliver top-notch service under pressure!
✨Tip Number 3
Research the company culture and values. Knowing what Barnes Aerospace stands for will help us tailor our responses in interviews and show that we’re a great fit for their team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows we’re serious about wanting to join the team at Barnes Aerospace.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Manager role. Highlight your relevant experience in customer-facing roles, especially in manufacturing or aerospace, and show us how you can build strong relationships with customers.
Showcase Your Skills:We want to see your excellent interpersonal and problem-solving skills shine through. Use specific examples from your past experiences to demonstrate how you've handled high-stress situations and resolved conflicts effectively.
Be Professional and Clear:When writing your application, keep your communication professional yet approachable. Ensure that your language is clear and concise, reflecting the high-quality communication we value at StudySmarter and Barnes Aerospace.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Barnes Aerospace, Inc.
✨Know Your Customer Service Inside Out
Before the interview, brush up on your knowledge of customer service principles, especially in the aerospace industry. Be ready to discuss how you've handled customer escalations and maintained relationships in previous roles.
✨Showcase Your Problem-Solving Skills
Prepare specific examples of how you've resolved issues in high-pressure situations. Think about times when you identified root causes and engaged teams to find solutions, as this will demonstrate your ability to manage escalations effectively.
✨Familiarise Yourself with Relevant Tools
If you have experience with ERP/CRM systems like SAP or SFDC, make sure to mention it. If not, do a bit of research on these tools and be prepared to discuss how you would use them to enhance customer service operations.
✨Emphasise Team Collaboration
The role requires strong cross-functional collaboration skills. Be ready to share examples of how you've worked with different teams, such as operations and engineering, to meet customer needs and drive improvements.
