CAM Regional Customer Service Manager - West

Job Summary The Customer Service Regional Manager is a critical leadership role within Carlisle Architectural Metals’ One CAM Customer Service organization. This role leads a regional team of Order Management Specialists (OMS) supporting both PAC-CLAD and Drexel Metals (DRX) customers on SAP, ensuring consistent delivery of accurate, timely, and high-quality service. This leader is responsible for driving One CAM culture across brands, unifying teams under common service standards, processes, and expectations while delivering a seamless customer experience across PAC and DRX. Operating as an 80% leader / 20% doer, this individual is accountable for regional service performance, KPI execution, and Net Promoter Score (NPS) outcomes. The role partners closely with the Regional Sales Group Manager and cross‑functional leaders (Plant Operations, Supply Chain, Finance) to deliver a consistent, high‑quality, customer‑centric experience. Responsibilities Leadership & Culture Lead, coach, and develop a regional OMS team of 4‑8 OMS from entry level to seasoned across PAC and DRX, fostering a unified One CAM culture grounded in accountability, collaboration, and customer focus. Drive consistency in service standards, behaviors, and execution across brands to ensure a seamless customer experience. Maintain an 80/20 leadership model—prioritizing team leadership while remaining engaged in escalations and critical customer needs. Conduct daily/weekly standups, set clear priorities, and ensure alignment on workload, service levels, and customer commitments. Build a high‑performance culture with clear expectations and accountability to KPIs, service standards, and team behaviors. Drive employee engagement, development planning, and talent management (hiring, coaching, performance management, recognition). Customer Experience & NPS Ownership Own the customer experience for the region, with direct accountability for Net Promoter Score (NPS) and overall customer satisfaction. Ensure exceptional service delivery across all customer touchpoints, including order accuracy, responsiveness, proactive communication, and issue resolution. Act as the escalation point for complex customer issues and lead cross‑functional resolution efforts. Partner closely with Group Regional Sales leadership to align on customer expectations, priorities, and regional performance. Reinforce a culture of customer ownership and “right first time” execution across both PAC and DRX teams. Operational Excellence & KPI Ownership Own and report on regional performance metrics, including but not limited to: Response time to first touch (SLA) Order accuracy / right‑first‑time Quote and order turnaround time Proactive communication metrics Ship‑to‑promise performance Establish and monitor leading indicators of success to proactively manage performance and prevent service failures. Use data and dashboards to identify trends, gaps, and opportunities for improvement. Lead continuous improvement initiatives to optimize workflows, reduce errors, and improve productivity. Cross‑Functional Partnership Collaborate with Plant Leadership, Supply Chain, Operations, and Finance to escalate and resolve issues impacting customer experience. Ensure strong alignment between customer service execution and operational capabilities (production, lead times, inventory). Partner with Sales to ensure a regionally aligned, customer‑first approach across all interactions. Participate in key forums (SIOP, regional reviews, CX cadence meetings) to represent customer service insights and needs for the region. Standardization & One CAM Alignment Drive adherence to standardized processes, SOPs, and service models across PAC and DRX. Champion a consistent One CAM service model, eliminating silos between brands and improving overall customer experience. Support implementation of tools, dashboards, and best practices that enable visibility, accountability, and scalability. Contribute to the evolution of the One CAM Customer Experience strategy and regional service model. Required Skills/Abilities/Knowledge Strong leadership presence with the ability to coach, influence, and hold teams accountable across a multi‑brand environment. Demonstrated ability to manage performance through KPIs and customer metrics such as NPS. Excellent problem‑solving and decision‑making skills in a fast‑paced, customer‑facing environment. Strong communication and collaboration skills across all levels of the organization. Ability to balance team leadership with hands‑on execution. Business acumen with a customer‑first mindset. Proficiency in SAP (required) and Microsoft Office; experience with reporting tools (e.g., Power BI) preferred. Education and Experience Bachelor’s degree preferred. 5+ years of experience in customer service, order management, supply chain, or related field within a manufacturing environment. 2+ years of leadership experience managing teams in a customer‑facing or operations environment, remote teams is a plus. Experience leading across multiple brands, locations, or business units preferred. Experience working in ERP‑driven environments (SAP strongly preferred) Equipment Used Standard office Working Conditions Standard Office Environment, remote work may be limited. Occasional exposure to manufacturing Monday – Friday, 8 am – 5 pm, standard but work hours during peak seasons or otherwise may vary based on business need. Travel Requirement Some travel may be required for this position up to 25% of time. Performance Metrics (What This Role is Measured On) Customer Experience Net Promoter Score (NPS) – regional performance vs. target Customer satisfaction (CSAT) and feedback trends Proactive communication rate (pricing updates, delays, order status visibility) Service & Responsiveness Response time to first touch (SLA adherence) Quote turnaround time / order entry cycle time Backlog responsiveness and aging Quality & Accuracy Order accuracy / right‑first‑time rate Credit/rework dollars and frequency (error reduction) Number of escalations / repeat issues Operational Performance Ship‑to‑promise / on‑time performance alignment Order lines per employee (productivity metric) Volume throughput vs. staffing model Team & Leadership Effectiveness Employee engagement (Gallup) and team health metrics Turnover and retention within the team Adherence to standard work (standups, KPI reviews, reporting cadence) Physical Requirements Lifting or carrying 1‑10 lbs Lifting or carrying 11‑20 lbs Lifting or carrying 21‑40 lbs Lifting or carrying 41‑50 lbs Lifting or carrying 51 or more lbs Pushing or pulling 1‑40 lbs Pushing or pulling 41‑50 lbs Pushing or pulling 51 or more lbs Bending or stooping – occasional Reaching above shoulder level – occasional Driving automatic equipment/vehicles – occasional Operating machinery or power tools – occasional Climbing (ladders, stairs, etc.) – occasional Walking – occasional Standing – occasional Sitting – occasional Working in extreme temperatures – occasional Repetitive motion including wrists, hands and/or fingers – occasional Vision – occasional Hearing – occasional Dexterity – occasional Hand‑eye coordination – occasional #J-18808-Ljbffr Carlisle Companies Incorporated