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