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.

Duties and 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):

This role is accountable for delivering measurable outcomes across customer experience, operational performance, and team effectiveness, including:

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:

NEVER

OCCASIONALLY

FREQUENTLY

CONTINUOUSLY

(0-30%)

(31-60%)

(61-100%)

LIFTING OR CARRYING
• 1-10 LBS

X
• 11-20 LBS

X
• 21-40 LBS

X
• 41-50 LBS

X
• 51 OR MORE LBS

X

PUSHING OR PULLING:
• 1-40 LBS

X
• 41-50 LBS

X
• 51 OR MORE LBS

X

BENDING OR STOOPING

X

REACHING ABOVE SHOULDER LEVEL

X

DRIVING AUTOMATIC EQUIP. VEHICLES

X

OPERATE MACHINERY OR POWER TOOLS

X

CLIMBING (LADDERS, STAIRS, ETC.)

X

WALKING

X

NEVER

OCCASIONALLY

FREQUENTLY

CONTINUOUSLY

(0-30%)

(31-60%)

(61-100%)

STANDING

X

SITTING

X

WORKING IN EXTREME TEMPERATURES

X

REPETATIVE MOTION INCLUDING BUT NOT LIMITED TO:

WRISTS, HANDS AND/OR FINGERS)

X

VISION

X

HEARING

X

DEXTERITY

X

HAND EYE COORDINATION

X