Customer Service Manager

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. 

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/Abilities: 

Knowledge 

• 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: 

• 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 

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/Hours: 
This position is based in a typical office environment or a home office (remote). The environment is professional and collaborative, with access to modern office tools and systems. Standard work hours are 40–50 hours per week, Monday through Friday. Flexibility may be required based on customer and business needs. 

Travel Requirements: 
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.  

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. 

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