Customer Service Manager

Carlisle Construction Materials•Waukesha, WI

6h•Remote

About The Position

The Customer Service Manager – Edge is responsible for building, leading, and sustaining a best-in-class Customer Service organization supporting CAM’s 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.

Requirements

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
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
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
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

Nice To Haves

Bachelor’s 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

Responsibilities

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
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
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
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
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
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