CAM Regional Customer Service Manager - West

Bachelor’s degree preferred.
Proactive communication rate (pricing updates, delays, order status visibility)

Job Description
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 elevate 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

Lifting or carrying: 1-10 LBS

11-20 LBS

21-40 LBS

41-50 LBS

51 or more LBS

Pushing or pulling: 1-40 LBS

41-50 LBS

51 or more LBS

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