OMS Team Lead - CAM

Customer Success Team Lead - CAM

Carlisle Architectural Metals (CAM) is looking for a Customer Success Team Lead to provide hands-on, day-to-day leadership for a team of 58 Order Management Specialists (OMS) at our MD manufacturing facility.

This is a true player-coach role. You'll work onsite in the customer service bullpen alongside your team, providing real-time leadership, support, coaching, and problem-solving throughout the day. You'll manage the team's daily workflow and performance while also maintaining a small customer territory of your own, entering and managing orders, covering for teammates when needed, and serving as the first line of defense for customer and operational issues.

You'll be the person helping the team navigate the daybalancing workloads, reviewing performance, removing roadblocks, resolving escalations, and making sure customers receive accurate, timely, and high-quality service.

What You'll Do

• Provide daily, hands-on leadership for a team of 58 Order Management Specialists, working alongside the team in the customer service bullpen.
• Manage the team's daily workflow, balancing workloads and priorities to ensure orders and customer needs are handled accurately and on time.
• Maintain a small customer territory, including entering and managing customer orders.
• Serve as the team's first point of escalation, working through customer, order, delivery, system, and process issues before escalating to the Customer Service Manager.
• Provide coverage for OMS team members during vacations, absences, vacancies, or periods of increased volume.
• Review daily KPIs and workload metrics, quickly identifying performance gaps, backlogs, or areas requiring additional support.
• Provide real-time coaching, feedback, and accountability to ensure individual and team performance expectations are met.
• Lead the onboarding and training of new OMS team members and provide ongoing process and system training for the team.
• Serve as the team's go-to resource for questions related to orders, customers, processes, systems, and day-to-day execution.
• Own the day-to-day "block and tackle" needed to keep the local team operating effectively and customers supported.
• Partner closely with Sales, Operations, Supply Chain, and other functions to resolve issues and keep customer commitments.
• Identify recurring issues and opportunities to improve workflows, processes, and the overall customer experience.
• Support hiring, recognition, performance management, and other talent activities in partnership with the Customer Service Manager.
• Conduct regular performance check-ins and contribute to formal performance reviews.
• Keep the Customer Service Manager informed of significant performance concerns, customer escalations, resource needs, and emerging trends.
• Model and reinforce the Carlisle Values, creating a team environment grounded in accountability, collaboration, continuous improvement, and a strong commitment to our customers.

What You'll Bring

• 4+ years of experience in order management, customer service, logistics, supply chain, inventory management, or a related field; manufacturing experience preferred.
• Previous experience as a team lead, supervisor, or informal leader strongly preferred.
• A hands-on leadership style and willingness to work directly alongside the team to solve problems and support customers.
• Strong ability to prioritize work, balance resources, and respond quickly when customer or operational needs change.
• Demonstrated ability to coach, develop, and hold team members accountable.
• Strong problem-solving and critical-thinking skills with the ability to independently resolve day-to-day issues.
• Excellent communication, relationship-building, and conflict-resolution skills.
• Experience with SAP or a similar ERP/order management platform.
• Proficiency with Microsoft Office.
• Bachelor's degree preferred.

What Success Looks Like

Success in this role means being close to the work and knowing what is happening across your team every day.

You'll be physically embedded with the OMS team, reviewing workloads and KPIs, recognizing when someone needs help, shifting resources when priorities change, stepping in when coverage is needed, and resolving issues before they become bigger problems.

You'll develop a strong and capable OMS team by training new employees, coaching existing team members, setting clear expectations, and creating accountability for performance.

Most importantly, you'll be the team's first line of support and escalationsolving issues locally whenever possible and knowing when an issue needs to be elevated to the Customer Service Manager.

Work Environment & Schedule

• This is an onsite role based at the MD manufacturing facility and is not a remote position.
• The Team Lead will work in the customer service bullpen alongside the OMS team to provide accessible, real-time leadership and support.
• Typical schedule is MondayFriday, 8:00 a.m.5:00 p.m.
• Occasional exposure to manufacturing areas is expected.
• Travel may be required, up to approximately 25%.
• Regular computer and office equipment use is required.
• Occasional bending, reaching, walking, and lifting/carrying of items generally up to 40 pounds may be required.