The Customer Service Manager - Edgeis responsible for building leading and sustaining a best-in-class Customer Service organization supporting CAMs Edge brands, Metal Era, and Hickman Edge Systems at the Waukesha WI and Asheville NC locations. This role is accountable for developing a strong engaged team, establishing clear and documented processes and SOPs, and delivering highly responsive agile and reliable service in a seasonal demand-driven business environment.
Reporting to the Director Customer Service - CAM, this leader drives operational excellence within customer service while leading the team through SAP integration process standardization and adoption of Carlisle enterprise standards. The ideal candidate is a strong people leader who can balance service speed, accuracy, and consistency while continuously raising performance expectations.
Essential Duties & Responsibilities
This list is not all-inclusive and may evolve as business needs change.
Team Leadership & Culture
- Build lead and develop high-performing Customer Service Representative (CSR) teams across our Edge brands and locations, including Waukesha and Asheville.
- Establish a culture of accountability, ownership, responsiveness, and customer focus.
- Coach and develop team members to operate with speed, confidence, and accuracy, particularly during seasonal volume spikes.
- Set clear expectations and KPIs for roles, performance, and behaviors aligned to Carlisle standards.
- Drive engagement, retention, and bench strength through effective coaching and development.
Best-in-Class Customer Service Execution
- Deliver a fast, accurate, and customer-centric service experience for Edge customers.
- Ensure high responsiveness, proactive communication, and timely issue resolution.
- Balance speed and agility with quality and system discipline in a high-volume environment.
- Monitor service levels and adjust priorities, staffing, and workflows to meet customer demand.
Process Design SOPs & Standard Work
- Design document and maintain clear, standardized SOPs for all core customer service processes.
- Ensure SOPs enable consistency, scalability, and speed across both sites.
- Reinforce standard work while allowing flexibility to meet customer and business needs.
- Ensure documentation is current, accessible, and consistently followed.
SAP Integration & Carlisle Standards
- Lead the Edge Customer Service team through SAP implementation stabilization and adoption.
- Ensure customer service workflows align with Carlisle enterprise standards, policies, and system requirements.
- Partner with IT, CX, COS, and Operations to support testing, training, and process changes.
- Drive system discipline, data accuracy, and compliance across the team.
Seasonal Readiness & Capacity Planning
- Proactively plan for seasonal demand by aligning staffing, training, and workflows to volume patterns.
- Develop flexible coverage and cross-training models to support peak periods.
- Identify risks to service performance early and take action to mitigate customer impact.
Continuous Improvement & Cross-Functional Partnership
- Identify service gaps, inefficiencies, or breakdowns and drive structured problem solving.
- Partner with COS to conduct root cause analysis and implement sustainable improvements.
- Collaborate with Sales Operations, Supply Chain, Finance, and CX to ensure aligned customer outcomes.
- Continuously raise service standards and team capability.
Required Knowledge, Skills, and Abilities
- Knowledge of customer service operations in a B2B manufacturing or distribution environment.
- Order management and customer-facing workflows.
- Process design documentation and SOP governance.
- ERP-enabled customer service processes.
- SAP preferred.
- Seasonal and demand-driven business models.
- Carlisle standards.
- COS or Lean.
- Continuous improvement principles.
- Service performance metrics such as responsiveness, cycle time, accuracy, and customer satisfaction.
Skills
- People leadership and coaching.
- Process development and SOP documentation.
- Change leadership and execution.
- Capacity planning and prioritization.
- Cross-functional collaboration.
- Structured problem solving.
- Clear and effective communication.
Abilities
- Ability to build and sustain a strong service culture.
- Ability to drive consistency while remaining agile.
- Ability to lead under pressure during peak demand.
- Ability to translate strategy into executable standard work.
- Ability to influence across sites and functions.
- Ability to adapt quickly to shifting priorities and volume.
- Ability to continuously raise service performance expectations.
Required Qualifications
- 5 years of experience in customer service or order management in a fast-paced B2B environment.
- 2 years of people leadership experience, preferably multi-site.
- Demonstrated experience building teams and implementing SOPs.
- Proven ability to lead through system and process change.
Preferred Qualifications
- Bachelors degree in Business Operations, Supply Chain, or related field or equivalent experience.
- Experience in a seasonal or highly variable demand environment.
- SAP implementation or ERP experience.
- Familiarity with COS or Lean methodologies.
- Experience in building products, metal, or construction-related industries.
Success Measures
- A stable, engaged, and high-performing Customer Service team - lower turnover.
- Clearly documented and consistently followed SOPs across both sites.
- Improved service responsiveness, speed, and reliability during peak seasons.
- Strong adoption of SAP workflows and Carlisle standards.
- Positive customer feedback and measurable improvement in service experience - NPS.
Working Conditions
- Location: This position is based in a typical office environment or a home office remote.
- Environment: Professional and collaborative with access to modern office tools and systems.
- Standard work hours: 40-50 hours per week, Monday through Friday.
- Flexibility: May require flexibility based on customer and business needs.
Travel Requirements
- Approximately 10-20 travel for the year, primarily within the United States to visit customers, CAM locations, and attend industry or company events.
Work-Life Balance
- The company supports a healthy work-life balance and offers flexible working arrangements where possible.
- While customer demands may occasionally require extended hours, CAM is committed to helping employees effectively manage work and personal commitments.