Leader, Customer Service - Parts

About Us:

BW Packaging is driving performance at the intersection of people, technology, and customer care. As part of the privately held Barry-Wehmiller family, we unite a global team of packaging experts with a clear purpose: People Who Care, Building Solutions that Perform. We take on our customers’ toughest challenges as our own — delivering both innovative and enduring solutions that set the standard for value and performance. Our strength comes from our people and the power of our brands — trusted names in packaging that are known worldwide for engineering excellence, application expertise, and lifetime commitment to customer success. Truly Human Leadership guides our belief that exceptional business results and profound respect for people together provide the foundation of enduring success. We are committed to forging lasting partnerships with our customers, earning their trust through integrity, expertise, and execution. With our full range of packaging solutions and long term partnership and service, we help customers achieve operational excellence today while building the future of packaging together.

 

Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world.

 

Job Description:

Position Summary

The Leader, Customer Service – Parts leads a high-performing team of Customer Service Representatives (CSRs) within their assigned area of responsibility — which may be defined by product line, region, or customer segment. The Leader ensures that every customer interaction is handled with urgency, care, and commercial acumen, balancing service excellence with proactive selling to drive Aftermarket (AM) Parts revenue growth.

Aligned with the Vice President, Customer Service – Parts, the Leader translates global strategy into tactical execution, ensuring adoption of harmonized processes, system use, and performance standards. The Leader builds team capability, fosters accountability, and develops trusted relationships with customers and internal partners, reinforcing Packaging’s mission to make it easy, deepen relationships, and maximize long-term value.

Key Responsibilities

Team Leadership & Development

• Lead, coach, and develop a team of CSRs within assigned scope to deliver revenue while meeting high standards for customer satisfaction and service performance
• Provide ongoing feedback, recognition, and performance management that builds engagement and capability.
• Establish clear roles, accountabilities, and expectations for each CSR, aligned to Packaging’s customer care commitment.

Sales Performance & Execution

• Drive AM Parts sales results by balancing inbound customer responsiveness with outbound, growth-focused outreach.
• Monitor daily CSR activities, pipeline progress, and order fulfillment to ensure accountability and customer confidence.
• Partner with Finance and the People team to implement incentive and recognition programs that reinforce performance.

Process, Systems & Standards

• Champion consistent adoption of ERP, CRM, and other commercial tools to enable visibility, accuracy, and efficiency.
• Establish and reinforce common definitions, data integrity practices, and reporting standards across the team.
• Identify and implement process improvements that increase speed, quality, and customer experience.

Customer & Cross-Functional Engagement

• Serve as a trusted point of escalation for complex customer issues, ensuring problems are resolved with urgency and transparency.
• Collaborate with New Equipment and Aftermarket Sales teams to deliver integrated customer touchpoints.
• Partner with Marketing and Customer Experience teams to ensure proactive communications and aligned service practices.

Qualifications & Experience

• 5+ years of experience in Customer Service, Sales, or related commercial roles.
• Demonstrated success leading teams to achieve measurable revenue and performance results.
• Strong working knowledge of ERP and CRM tools; experience implementing new systems preferred.
• Excellent communication skills, with proven ability to manage both customer relationships and internal stakeholder alignment.
• Data orientation with proven ability to analyze performance, identify trends, and adjust strategy.
• Bachelor’s degree required.
• Flexibility to take on evolving responsibilities in response to strategic priorities and business needs.

Success Profile

The Customer Service Leader – Parts is an engaging and impact-driven leader who thrives on building engaged teams and delivering consistent performance. The Leader balances customer urgency with proactive outreach, develops talent, and embeds process discipline that drives confidence and results.

The Customer Service Leader earns trust from customers, colleagues and team members — translating strategy into action, bringing clarity to complex situations, and creating an environment where CSRs deliver their best. By aligning tactical execution with Packaging’s global customer service vision, the Leader builds sustainable results and lasting customer relationships.

Soft Skills & Working Style

• Thinking Style: Structured, data-driven, commercially aware — balances responsiveness with sales execution.
• Relating Style: Empathetic, credible, approachable — quickly earns trust with CSRs, customers, and peers.
• Working Style: Organized, accountable, resilient — thrives in fast-paced, high-volume environments.
• Influence Style: Collaborative, service-minded, integrative — aligns cross-functional teams to deliver customer value.
• Learning Style: Adaptive, curious, growth oriented — continuously improves processes, systems, and team practices based on insights.

 

At Barry-Wehmiller we recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job.  If your experience is close to what you see listed here, please still consider applying.  We know that our differences often can bring about innovation, excellence and meaningful work—therefore, people from all backgrounds are encouraged to apply to our positions.  Please let us know if you require reasonable accommodations during the interview process. ​

Barry-Wehmiller is an equal opportunity employer. M/F/D/V This organization uses E-Verify.

 

Applicants may be subject to pre-employment screening which may include drug screening, reference checks, employment verifications, background screening and/or skills assessments.

 

Company:

BW Packaging