Customer Service Manager

Join Barfield and Become a Part of the Adventure!

If you are a talented Customer Service Manager interested in working in the exciting field of aviation, Barfield wants you!

Barfield is more than just a prestigious name in the industry: it is subsidiary of Air France Industries KLM Engineering

We are looking to hire a dedicated Customer Service Manager to join our team who will support our Customer Care Department.

Position Summary:

The Customer Service Manager is responsible for overseeing key client relationships and ensuring the successful delivery of services aligned with contractual commitments. This role acts as the primary liaison between customers and internal teams, driving customer satisfaction, operational performance, and account profitability. The position requires strong leadership, communication, and problem-solving skills to manage multiple accounts and support continuous business growth.

Key Responsibilities:

• Build and maintain strong, trusted relationships with key clients to support long-term partnerships
• Address and resolve client issues and escalations in a timely and effective manner
• Monitor assigned accounts daily, including validation of quotes within the ERP system
• Participate in operational meetings with internal stakeholders, external customers, and cross-functional business units
• Provide clear and consistent reporting on program status through Program Reviews, Weekly Status Reports, and daily performance metrics to ensure progress toward account objectives
• Serve as the primary point of contact, managing communication between key clients and internal teams
• Ensure all client requirements and deliverables are met in alignment with agreed timelines
• Act as a liaison across departments, working closely with repair management, sales, logistics, and other teams to deliver high-quality service and drive continuous improvement in customer satisfaction
• Proactively identify and anticipate risks that may impact account performance or profitability, and lead cross-functional efforts to develop and implement corrective action plans
• Monitor and manage costs, including but not limited to parts, labor, exchanges, outsourcing, BER, and O&A
• Partner with Finance to maintain target profit margins across assigned accounts
• Collaborate with the Sales team to maximize revenue opportunities through upselling and cross-selling initiatives
• Prepare and present account performance reports and lead quarterly business reviews with stakeholders
• Continuously analyze client data to ensure compliance with GTAs and contractual agreements

Required Qualifications:

• 25 years of experience in key account management, customer service, or relevant experience within the MRO industry or similar industry
• Proficient in Microsoft Office Suite, with advanced Excel skills
• Strong negotiation skills with the ability to manage and follow through on client contracts
• Demonstrated ability to multitask and manage multiple client accounts simultaneously
• Proven track record of delivering effective client solutions and achieving results
• Ability and willingness to travel for customer visits as required
• Excellent verbal and written communication skills, with the ability to listen, present, and build relationships in a customer-focused environment

Preferred Qualifications:

• Experience with Quantum ERP is a plus
• Fluency in English required; additional language skills (French or Spanish) are a plus

You embody our values:

• CUSTOMER FOCUS We strive to provide the best services to our customers.
• INTEGRITY We are personally accountable for the highest standards of ethical behavior.
• TEAMWORK We are committed to a teamwork environment.
• ADAPTABILITY In an ever-changing world, we are adaptable to the required challenges.

We offer a comprehensive total compensation and benefits package. For more information about us, please visit our website

Barfield is an equal opportunity employer.

Equal Employment Opportunity is the Law. This law requires Barfield to post a notice describing the Federal laws prohibiting job discrimination. For information regarding your legal rights and protections, please click on the following link: Know Your Rights

As a Federal Contractor, Barfield is required to participate in the E-Verify Program to confirm eligibility to work in the United States. For information please click on the following link: E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.