Note: The job is a remote job and is open to candidates in USA. Carlisle Construction Materials is seeking a Customer Service Manager responsible for building and leading a top-tier Customer Service organization. This role involves developing a strong team, establishing clear processes, and ensuring responsive service in a demand-driven environment.
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
Skills
- 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
- 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
- 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
Benefits
- This position is based in a typical office environment or a home office (remote).
- Flexibility may be required based on customer and business needs.
- This role involves approximately 10-20% travel for the year, primarily within the United States, to visit customers, CAM locations, and attend industry or company events.
- The company supports a healthy work-life balance and offers flexible working arrangements where possible.
Company Overview