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.

Essential Duties & Responsibilities:

This list is not all-inclusive and may evolve as business needs change.

Team Leadership & Culture

Build, lead, and develop high-performing Customer Service Representative (CSR) teams across our Edge brands and locations including Waukesha and Asheville
Establish a culture of accountability, ownership, responsiveness, and customer focus
Coach and develop team members to operate with speed, confidence, and accuracy, particularly during seasonal volume spikes
Set clear expectations and KPIs for roles, performance, and behaviors aligned to Carlisle standards
Drive engagement, retention, and bench strength through effective coaching and development

Best-in-Class Customer Service Execution

Deliver a fast, accurate, and customer-centric service experience for Edge customers
Ensure high responsiveness, proactive communication, and timely issue resolution
Balance speed and agility with quality and system discipline in a high-volume environment
Monitor service levels and adjust priorities, staffing, and workflows to meet customer demand

Process Design, SOPs & Standard Work

Design, document, and maintain clear, standardized SOPs for all core customer service processes
Ensure SOPs enable consistency, scalability, and speed across both sites
Reinforce standard work while allowing flexibility to meet customer and business needs
Ensure documentation is current, accessible, and consistently followed

SAP Integration & Carlisle Standards

Lead the Edge Customer Service team through SAP implementation, stabilization, and adoption
Ensure customer service workflows align with Carlisle enterprise standards, policies, and system requirements
Partner with IT, CX, COS, and Operations to support testing, training, and process changes
Drive system discipline, data accuracy, and compliance across the team

Seasonal Readiness & Capacity Planning

Proactively plan for seasonal demand by aligning staffing, training, and workflows to volume patterns
Develop flexible coverage and cross-training models to support peak periods
Identify risks to service performance early and take action to mitigate customer impact

Continuous Improvement & Cross-Functional Partnership

Identify service gaps, inefficiencies, or breakdowns and drive structured problem solving
Partner with COS to conduct root cause analysis and implement sustainable improvements
Collaborate with Sales, Operations, Supply Chain, Finance, and CX to ensure aligned customer outcomes
Continuously raise service standards and team capability

Required Knowledge/Skills/Abilities:

Knowledge

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

Skills

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

Required 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

Preferred Qualifications:

Bachelor’s degree in Business, Operations, Supply Chain, or related field (or equivalent experience)
Experience in a seasonal or highly variable demand environment
SAP implementation or ERP experience
Familiarity with COS, or Lean methodologies
Experience in building products, metal, or construction-related industries

Success Measures:

A stable, engaged, and high-performing Customer Service team – lower turnover
Clearly documented and consistently followed SOPs across both sites
Improved service responsiveness, speed, and reliability during peak seasons
Strong adoption of SAP workflows and Carlisle standards
Positive customer feedback and measurable improvement in service experience - NPS

Working Conditions:

Location/Hours:

This position is based in a typical office environment or a home office (remote). 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 10-20% travel for the year, primarily within the United States, to visit customers, CAM locations, and attend industry or company events.

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.