As a Customer Service Team Lead - Edge for Carlisle Architectural Metals, you will supervise a team of edge metal branded Customer Services Reps (CSRs) responsible for delivering accurate, timely, and high-quality customer service and order management. You will act as a player-coach handling day-to-day team oversight while also working alongside the team to resolve escalated issues, support process improvement initiatives, and uphold our One CAM culture of speed, protection, expertise, and quality (SPEQ). This role is critical in ensuring customer satisfaction, improving internal workflows, and driving cross-functional alignment with operations, sales, and supply chain.

 

Duties and Responsibilities: 

Lead and supervise the regional CSR team of 3-5 by assigning and balancing workloads, monitoring task completion, and ensuring efficient use of resources. Serve as a working leader and active point of contact for customer, supporting key customer accounts while setting the standard for team performance. Monitor daily activities to ensure adherence to quality, process, productivity, safety, and customer satisfaction expectations. Provide daily coaching, guidance, and accountability for team members to support their development and performance. Foster strong cross-functional partnerships with Sales, Operations, Supply Chain, and other departments. Lead onboarding and ongoing training initiatives to ensure team members are confident, capable, and customer-focused. Monitor KPIs and use performance metrics to identify opportunities for improvement and drive operational excellence. Support talent management efforts including hiring, feedback, recognition, and involvement in corrective actions as needed. Conduct regular performance check-ins and partner with the Customer Service Regional Manager on formal performance reviews. Champion continuous improvement initiatives and identify ways to optimize workflows and enhance the customer experience. Incorporate insights from customer feedback data to inform decisions and improvements. Communicate regularly with the Customer Service Regional Manager regarding team performance, challenges, and future needs.

Required Skills/Abilities/Knowledge:

Strong customer first mindset. Strong analytical and problem-solving skills with the ability to resolve issues quickly and effectively. Excellent organizational, time management, and communication skills. Demonstrated critical thinking, conflict resolution, and negotiation capabilities. Proficiency in SAP or similar ERP/inventory/order management platforms preferred. Proven ability to lead, influence, and develop people in a customer-facing environment.

Education and Experience:

Bachelor’s degree preferred, not required. Minimum 4+ years experience in one of the following fields: order management, customer service, logistics, supply chain, or inventory management, preferably in manufacturing industry. Prior supervisory or team leadership experience strongly preferred. Proficiency in Microsoft Office required.

Working Conditions:

Typical Office Environment Occasional exposure to manufacturing areas. Monday – Friday, 7am – 4pm or variable schedule as determined by management.

Travel Requirements:

Some travel (no more than 25%) may be required for this position.

 

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