Customer Excellence Leader

Description
An exciting opportunity exists at Barnes for a Customer Excellence Leader in our Maumee or Brecksville, OH locations. This individual must be a self-starter with an excellent attention to detail and ability to ensure a consistent and quality customer experience. The Customer Excellence Leader will create and implement processes to improve the customer experience. This role will oversee the daily management of the Inside Sales team, Quotation Specialist, and additional customer excellence roles as needed.
Core Responsibilities:
Management of the Commercial Excellence team comprised of sales representatives, quotation specialist and other assigned personnel which may be located remotely, hybrid or onsite employees.
Effectively evaluate, motivate, develop & recruit the Customer Excellence team.
Back-up Inside Sales 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.
Develop and implement objectives, policies, procedures to improve the customer experience, increase efficiencies and maintain a continuous improvement environment.
Establish KPIs for the department and develop countermeasures when results are below goal.
Coordinate with Sales Director on the execution of monthly sales plan and its impact on customer requirements.
Maintain relationships with strategic accounts. Proactively engage accounts to measure customer satisfaction and summarize findings with leadership.
Oversee initiatives that support the commercial team.
Track CRM adoption within the team and remove hurdles to system utilization.
Perform other duties as assigned by management.
In alignment with the Company Core Values and Code of Business Conduct, effectively working with stakeholders to enhance the performance of the commercial excellence department while promoting and embracing the “One Team, One Company, One Barnes” philosophy.
Qualifications:
Minimum of 2 or more years of commercial experience in manufacturing, distribution, or industrial environment
Minimum of 2 or more years of experience coaching sales related personnel
Minimum of 2 or more years of developing formal customer or supplier communications
Prior experience in cross functional project management or other related supervisory experience, required
Ability to coach, mentor and influence team
PC aptitude in a Windows environment (MS Office: Excel, Word) and familiarity with ERP systems.
Exemplary verbal and written communication skills.
Experience with CRM System, Salesforce is preferred.
Familiarity of lean process management to enable continuous Improvement mindset.
High understanding our legal language, contracts, terms and conditions, and quality clauses commonly used in business.
A change agent with a willingness to learn and tackle complex problems and create a sense of urgency and can do attitude within the team.
Driven, self-motivated with a strong sense of urgency for reaching key deliverables
Calm and personable nature to connect with customers and make them feel valued and supported.
Creating business relationships that have a lasting impact on customers.
Education Requirements:
Bachelors degree in business required. Masters degree preferred.
Qualifications
Education
Bachelors of Business (required)
41 CFR 60-1.35(c)
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 emplo