Customer Service/Commercial Operations Specialist

Key Responsibilities:

• Designated authority as the empowered Customer Service Lead for the Barnes Aerospace Knowledge Transfer phase, responsible for driving consistency and operational readiness.
• Partners with the Customer Service Leader to mentor and train global Customer Service teams, driving deployment initiatives such as portal-based training, performance scorecard development, analyst capability building, and cross-site implementation of best-in-class practices.
• Lead process and workflow optimization by developing and maintaining standardized operating procedures (SOPs) to enhance efficiency and consistency across customer service operations.
• Work with Global Sales & Commercial (S&C) team and sites to manage customer schedule changes and assess their impact on the sales plan with operational performance. Escalate issues from site-level Customer Service Managers and Commercial teams as appropriate.
• Coordinate the annual rollout of customer satisfaction surveys and play a key role in managing escalated customer interactions, including conducting site visits and supporting audit activities as needed.
• Develop and present comprehensive reports to General Managers and Customer Service Managers, detailing survey outcomes, performance trends, and recommended action plans
• Produce and maintain a global training manual for on-boarding of new hires in Customer Service teams, including those from M&A acquisitions, highlighting customer communications, contract workflows, escalation procedures, and use of ERP systems.
• Work Stream Lead for Customer Service for ERP changes and integrations (SAP)
• Collaborate with site Operations teams, in coordination with the Customer Service Leader and Customer Service Manager, to develop and execute customer recovery plans.

Skills & Qualifications:

• 5-7 years in customer-facing role in an aerospace or high-quality manufacturing industry (Repair or OEM). Prior experience leading a team a plus.
• 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 and ability to 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.