Barnes Force and Motion Control Business Unit is seeking a progressive leader to serve as the Customer Service Manager for the ASRAYMOND and IGS brands. The Customer Service Manager is responsible for overseeing the daily operations of the customer service department. Their role is to provide superb customer service by leading, guiding, coaching and mentoring the customer service department. This role is essential in driving continuous improvement, developing standard work and driving key performance indicators (metrics) based upon data.

Core Responsibilities:

• Supervise the daily operations of the customer service department. Back-up Customer service team during peak demand/ high level of absences. Interact with customers and handle customer queries and complaints in a timely manner. Escalation for customer service inquiries
• Manage customer service staffing and effectively evaluate, motivate, develop & recruit team.
• Develops and implements objectives, policies, procedures to improve service levels, increase efficiencies and maintain a continuous improvement environment.
• Establish daily, weekly and annual KPIs for the department and individual team members and helping them reach these goals. Develop countermeasures when trends are not hitting required levels.
• Site compliance administrator responsible for implementing procedures & policies to assure compliance to quality systems, division and legal regulations. Perform audits to validate compliance.
• Maintain relationships with strategic accounts. Proactively engage accounts to measure customer satisfaction and summarize findings with leadership.
• Track CRM adoption within the team and remove hurdles to system utilization. Customer Data Administrator (CDA) leader for location.
• Perform other duties as assigned by manager.
• Adheres to the Barnes Group Code of Ethics and Values.

Qualifications:

• Five years of customer service experience
• Three years of management or supervisory experience.

Education Requirements:

• Bachelor’s degree in business, marketing, communications or related field.

Experience

• 3 year(s): Prior management or supervisory experience
• 5 year(s): Prior Customer Service Experience

Education

• Bachelors or better in Business or related field

Behaviors

• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Leader: Inspires teammates to follow them
• Functional Expert: Considered a thought leader on a subject

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 investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)