Customer Service Manager

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.