[Hiring] Customer Service Manager @Carlisle Construction Materials

Role Description

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.

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

Requirements

• 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
• People leadership and coaching skills
• Process development and SOP documentation skills
• Change leadership and execution skills
• Capacity planning and prioritization skills
• Cross-functional collaboration skills
• Structured problem-solving skills
• 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

Benefits

• This position is based in a typical office environment or a home office (remote).
• Standard work hours are 40–50 hours per week, Monday through Friday.
• Flexibility may be required based on customer and business needs.
• 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.

Working Conditions

• 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.