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Barnes · 1 day ago

Customer Excellence Specialist

Maumee, OH

Full-time

Onsite

Mid Level

3+ years exp

Barnes is seeking a Customer Excellence Specialist to join their team in Maumee, OH. The role focuses on leading customer experience initiatives, supporting customer interactions, and collaborating cross-functionally to enhance service quality and customer satisfaction.

AerospaceIndustrialMachinery ManufacturingManufacturing

Responsibilities

Develop and lead a customer experience focused on delivering high-quality service, ensuring alignment with company policies

Customer Interaction & Engagement: Act as a key point of contact for customers, supporting existing business and acquiring new customers while ensuring a customer-centric approach. This can be either phone or over email

Execute customer opportunities effectively, mitigate business risk, and incorporate lessons learned to enhance customer experiences

Voice of the Customer (VOC): Actively solicit feedback from customers to drive meaningful insights, improve processes, and strengthen customer relationships

Cross-Functional Collaboration: Works seamlessly with sales, operations, supply chain, engineering, and other business functions to deliver a consistent, high-quality end-to-end customer journey

Performance Metrics & Reporting: Track and report on customer-facing metrics, implementing processes or procedure to improve service levels, increase efficiencies, and sustain a culture of continuous improvement

Issue Resolution & Risk Management: Identify potential customer-related risks and ensure timely resolution to maintain strong relationships and business continuity

Inside Support for Outside Sales: Act as an internal support resource for outside sales by assisting with customer inquiries, order processing, pricing, and product availability to enhance sales efforts

Sales Coordination & Customer Follow-Up: Partner with the sales team to ensure seamless communication, timely responses to customer needs, and proactive follow-ups on quotes, orders, and service issues

Perform other duties as assigned by manager

Adherence to the Company Code of Business Conduct and Ethics

Qualification

B2B customer serviceInside sales experienceAnalytical skillsMicrosoft OfficeCRM knowledgeERP systemsProject orientedVerbal communicationWritten communicationDetail oriented

Required

A minimum of 3-5 years of customer service experience in B2B customer service in an industrial or related business

Prior experience in inside sales and customer Service in a high transaction and in a fast-paced environment

Solid verbal and written communication including the ability to engage with personnel in all levels of an organization

Advanced analytical and problem-solving skills

Ability to understand spring terminology and design, drawings, and specifications to effectively convey spring knowledge to customers

Strong PC aptitude in a Windows environment; specifically, Microsoft Office (Excel, Word, Outlook) as well as knowledgeable in CRM (Salesforce a plus) and ERP systems

Must demonstrate an ability to work independently and be detail and project oriented