Director, Customer Service - CAM

Director, Customer Service

The Director, Customer Service will lead the strategy, structure, and performance of the Carlisle Architectural Metals (CAM) Customer Service organization across all five brands and regions. This role is responsible for building a unified, high-performing service organization that delivers a best-in-class customer experience aligned with CAM's SPEQ promise—Speed, Protection, Expertise, and Quality.

This leader will oversee customer service teams operating across multiple ERP environments, ensuring consistent service standards, efficiency and accuracy, scalable and standardized processes, and strong alignment with Sales and Operations teams. The Director will be instrumental in advancing CAM's "One CAM" service model and driving measurable improvements in responsiveness, quality, and customer satisfaction (NPS).

Duties and Responsibilities

• Develop and implement a comprehensive "One CAM" customer success strategy that aligns with company growth goals, channels, and the unique needs of the industry.
• Lead, mentor, and manage a team of customer service professionals to improve department retention, engagement, and performance.
• Build a culture of empowerment, accountability, and collaboration across geographically dispersed teams.
• Collaborate with leadership to ensure customer success strategies are integrated with broader business objectives.
• Define service standards, communication protocols, and escalation procedures; implement consistently across all customer service teams.
• Translate corporate objectives into operational goals and KPIs for response times, order accuracy, NPS, and customer experience excellence.

Operational Customer Service Excellence

• Oversee day-to-day customer service operations across brands and locations, ensuring standardization and scalability of order management processes.
• Ensure effective resource planning and workload balancing across teams to support fluctuating demand and seasonality.
• Develop and maintain SOPs and performance metrics for quote turnaround, order entry, fulfillment accuracy, and issue resolution.
• Utilize data analytics and dashboards to monitor trends, identify process gaps, and drive continuous improvement initiatives.
• Collaborate with IT and Finance to ensure alignment of CRM, ERP, and customer support tools for seamless data flow and visibility via Power BI.

Customer Advocacy

• Serve as the senior escalation point for customer issues requiring cross-functional coordination or executive visibility.
• Establish and manage a closed-loop feedback process to capture and act on customer input through surveys or NPS channels.
• Promote a customer-first mindset through training, recognition, and consistent reinforcement of CAM's brand promise.

Continuous Improvement and Innovation

• Lead process simplification and technology adoption to enhance efficiency and reduce manual work.
• Partner with Pricing, Estimating, and Field Service teams to improve speed and accuracy from quote to invoice.
• Champion automation, self-service tools, and training programs to elevate the customer experience and free up capacity for value-added service.
• Continuously evaluate and improve customer success processes and workflows to enhance efficiency and effectiveness.

Reporting and Communication

• Provide regular updates and reports to the executive team on customer success metrics, pricing strategies, and service performance.
• Utilize data and customer feedback to drive improvements in service delivery, pricing accuracy, and overall customer engagement.
• Communicate customer insights and feedback to relevant departments to inform product development, process improvements, and strategic planning.

Required Knowledge/Skills/Abilities

Knowledge

• Deep understanding of order-to-cash processes in a manufacturing or building products environment, including production processes, market trends, and regulatory standards.
• Working knowledge of ERP systems (SAP preferred) and CRM platforms for customer lifecycle management.
• Familiarity with distribution networks, rep models, and direct sales channels in construction and architectural metals.
• Knowledge of best practices for enhancing customer satisfaction, loyalty, and retention.
• Expertise in using data and analytics to drive decision-making and improve customer experience.

Skills

• Proven ability to lead multi-site, multi-brand service operations in a fast-paced environment.
• Exceptional verbal and written communication and relationship management skills with internal and external stakeholders.
• Strong analytical and problem-solving ability; skilled at leveraging data to drive operational decisions.
• Demonstrated success in managing change, building culture, and implementing process discipline across teams.
• Skilled at creating and nurturing strong relationships with key customers, understanding their needs, and advocating for their interests.

Abilities

• Ability to build and execute a long-term customer service vision that aligns with business strategy and brand experience goals.
• Capable of balancing strategic leadership with hands-on operational management.
• Able to collaborate cross-functionally and influence without authority in a matrix environment.
• Strong ability to manage multiple projects simultaneously, ensuring timely and successful execution.
• Skilled at implementing creative solutions that enhance customer interactions and improve service delivery.

Education and Experience:

• Bachelor's degree in Business, Operations, Sales, or related field preferred (or equivalent experience); MBA or advanced degree preferred.
• 10+ years of progressive experience in customer service or customer experience leadership, account management, or related roles, with at least 5 years in a leadership position within a like industry.
• Strong analytical skills with the ability to leverage data to drive strategic decisions and improvements.
• Strong focus on the customer mindset and commitment to CAM's SPEQ principles.
• Excellent communication, negotiation, and interpersonal skills, with demonstrated ability to engage and influence stakeholders at all levels.
• Experience with customer success and CRM software (e.g., SAP) is a plus.
• Proven success leading multi-site teams, integrating systems and processes, and managing change at scale.
• Experience driving KPIs such as NPS, order accuracy, and response time.

Working Conditions:

Location/Hours: This position is based in a typical office environment at one of CAM's main hubs, Waukesha, WI (HQ), Baltimore, MD, Acworth, GA, Tyler, TX, Elk Grove Village, IL, or Phoenix, AZ. 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 30% travel, primarily within the United States, to visit customers, oversee regional operations, and attend industry events. Occasional international travel may be required.

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.