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 service roles, strong problem-solving skills, and a knack for collaboration.
The predicted salary is between 45000 - 55000 £ 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 escalate 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 customer.
- 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
Barnes Aerospace is an exceptional employer, offering a dynamic work environment in Newton Abbot where innovation meets collaboration. As a Customer Service Manager, you will benefit from a supportive culture that prioritises employee growth through coaching and development opportunities, while also enjoying the satisfaction of building strong customer relationships in the aerospace industry. With a commitment to operational excellence and compliance, Barnes Aerospace fosters a workplace where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the aerospace industry and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer service and conflict resolution. We all know that being calm under pressure is key, so think of examples from your past experiences where you've successfully managed tough situations.
✨Tip Number 3
Showcase your skills! When you get the chance to meet potential employers, whether at networking events or interviews, make sure to highlight your experience with ERP/CRM systems and your ability to build strong customer relationships. This will set you apart from the competition.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. So, get your application in and let’s get you closer to that Customer Service Manager position!
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 experience in customer-facing roles, especially in manufacturing or aerospace, and showcase how your skills align with the job description.
Showcase Your Communication Skills:Since this role is all about maintaining high-quality communication with customers, be sure to demonstrate your interpersonal skills in your application. Use clear and professional language, and maybe even share a brief example of how you've successfully resolved a customer issue in the past.
Highlight Problem-Solving Abilities:The ability to quickly identify and resolve issues is key for this position. In your application, mention specific instances where you've tackled challenges head-on, particularly in high-stress situations, to show that you can keep your cool under pressure.
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
How to prepare for a job interview at Barnes Aerospace
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service skills, especially in the aerospace or manufacturing sectors. Be ready to discuss specific examples of how you've handled customer issues, built relationships, and maintained communication under pressure.
✨Showcase Your Problem-Solving Skills
Prepare to share instances where you've identified root causes of problems and engaged teams to resolve them. Highlight your ability to stay calm during conflicts and how you’ve turned challenging situations into positive outcomes.
✨Understand the Metrics
Familiarise yourself with key performance indicators relevant to customer service, such as delivery metrics and customer scorecards. Be prepared to discuss how you’ve used data to drive improvements and ensure compliance with contracts.
✨Demonstrate Team Leadership
If you have experience leading a team, be ready to talk about your coaching style and how you foster employee engagement. Share examples of how you've developed high-performing teams and driven consistent performance outcomes.
