Customer Service Manager- Onsite in East Granby, CT

About the Role

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 supports the sales function in various process steps. The Customer Service Manager is accountable for building and maintaining customer relationships as the primary customer service point of contact, ensuring consistent, high-quality communication and execution of commercial commitments at the site level. This role is part of the Site General Manager leadership team and is responsible for proactive updates, issue resolution, and day-to-day contract support. The position is onsite in East Granby, CT.

Responsibilities

• Serve as the site's primary point of contact for customer communication and escalations post-deal.
• Oversee backlog review, order entry, and customer scorecard management.
• Support contract closeout and post-sales follow-up activities.
• Ensure timely and professional customer site communications, escalating issues to commercial leadership and site management as needed for 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 customer schedule changes to understand impact on sales plan and operations; coordinate and administer pricing changes required by customer changes.
• Monitor and maintain 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, including small business plans and reporting.
• Lead, develop, and coach a high-performing customer service team through regular 1:1 coaching sessions, fostering employee engagement, and driving consistent performance outcomes.
• Serve as Division Export Compliance Administrator (DECA), administering all export activity (Defense and Commercial), including training, shipping, contract review, license and agreement preparation, foreign visitor screening, and employment plans. Ensure export compliance issues are addressed during the quoting process.
• Communicate site dashboard metrics during internal and external report-outs, ensuring data accuracy and clarity in performance updates.
• Oversee the execution and accuracy of site EDI transactions to ensure seamless and reliable data exchange with customers.
• Manage end-to-end proposal processes.
• Maintain accurate Salesforce data management.

Qualifications

• 5+ years in customer-facing roles in manufacturing or the aerospace industry (CRO or OEM).
• Excellent interpersonal and service recovery skills; ability to maintain composure during high-stress or conflict situations, demonstrating empathy and professional persistence.
• Strong 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 and escalation management skills to quickly identify root causes of issues (e.g., delivery or quality problems) and engage appropriate teams for resolution.
• Strong cross-functional collaboration skills 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.
• Travel requirement: ~10%.

Education Requirements

Bachelor’s degree preferred; relevant experience acceptable in lieu.