Apply on Employer Site

Carlisle Construction Materials · 1 day ago

Director, Customer Service - CAM

Waukesha, WI

Full-time

Hybrid

Director/Executive

10+ years exp

Carlisle Construction Materials is seeking a Director of Customer Service for their Architectural Metals division. This role will lead the strategy and performance of the customer service organization, ensuring a best-in-class customer experience and alignment with company growth goals across multiple brands and regions.

Building MaterialManufacturingService Industry

Growth Opportunities

Responsibilities

Develop and implement a comprehensive “One CAM” customer success strategy that aligns with company growth goals, channels, and the unique needs of the industry

Lead, mentor, and manage a team of customer service professionals to improve department retention, engagement, and performance

Build a culture of empowerment, accountability, and collaboration across geographically dispersed teams

Collaborate with leadership to ensure customer success strategies are integrated with broader business objectives

Define service standards, communication protocols, and escalation procedures; implement consistently across all customer service teams

Translate corporate objectives into operational goals and KPIs for response times, order accuracy, NPS, and customer experience excellence

Oversee day-to-day customer service operations across brands and locations, ensuring standardization and scalability of order management processes

Ensure effective resource planning and workload balancing across teams to support fluctuating demand and seasonality

Develop and maintain SOPs and performance metrics for quote turnaround, order entry, fulfillment accuracy, and issue resolution

Utilize data analytics and dashboards to monitor trends, identify process gaps, and drive continuous improvement initiatives

Collaborate with IT and Finance to ensure alignment of CRM, ERP, and customer support tools for seamless data flow and visibility via Power BI

Serve as the senior escalation point for customer issues requiring cross-functional coordination or executive visibility

Establish and manage a closed-loop feedback process to capture and act on customer input through surveys or NPS channels

Promote a customer-first mindset through training, recognition, and consistent reinforcement of CAM’s brand promise

Lead process simplification and technology adoption to enhance efficiency and reduce manual work

Partner with Pricing, Estimating, and Field Service teams to improve speed and accuracy from quote to invoice

Champion automation, self-service tools, and training programs to elevate the customer experience and free up capacity for value-added service

Continuously evaluate and improve customer success processes and workflows to enhance efficiency and effectiveness

Provide regular updates and reports to the executive team on customer success metrics, pricing strategies, and service performance

Utilize data and customer feedback to drive improvements in service delivery, pricing accuracy, and overall customer engagement

Communicate customer insights and feedback to relevant departments to inform product development, process improvements, and strategic planning

Qualification

Order-to-cash processesERP systems (SAP)Customer experience leadershipData analyticsCustomer success softwareRelationship managementChange managementCommunication skillsProblem-solving skillsProject management

Required

Deep understanding of order-to-cash processes in a manufacturing or building products environment, including production processes, market trends, and regulatory standards

Working knowledge of ERP systems (SAP preferred) and CRM platforms for customer lifecycle management

Familiarity with distribution networks, rep models, and direct sales channels in construction and architectural metals

Knowledge of best practices for enhancing customer satisfaction, loyalty, and retention

Expertise in using data and analytics to drive decision-making and improve customer experience

Proven ability to lead multi-site, multi-brand service operations in a fast-paced environment

Exceptional verbal and written communication and relationship management skills with internal and external stakeholders

Strong analytical and problem-solving ability; skilled at leveraging data to drive operational decisions

Demonstrated success in managing change, building culture, and implementing process discipline across teams

Skilled at creating and nurturing strong relationships with key customers, understanding their needs, and advocating for their interests

Ability to build and execute a long-term customer service vision that aligns with business strategy and brand experience goals

Capable of balancing strategic leadership with hands-on operational management

Able to collaborate cross-functionally and influence without authority in a matrix environment

Strong ability to manage multiple projects simultaneously, ensuring timely and successful execution

Skilled at implementing creative solutions that enhance customer interactions and improve service delivery

Bachelor's degree in Business, Operations, Sales, or related field preferred (or equivalent experience); MBA or advanced degree preferred

10+ years of progressive experience in customer service or customer experience leadership, account management, or related roles, with at least 5 years in a leadership position within a like industry

Strong analytical skills with the ability to leverage data to drive strategic decisions and improvements

Strong focus on the customer mindset and commitment to CAM's SPEQ principles

Excellent communication, negotiation, and interpersonal skills, with demonstrated ability to engage and influence stakeholders at all levels

Experience with customer success and CRM software (e.g., SAP) is a plus

Proven success leading multi-site teams, integrating systems and processes, and managing change at scale

Experience driving KPIs such as NPS, order accuracy, and response time