Director, Customer Service - CAM

The Director, Customer Service will lead the strategy, structure, and performance of the Carlisle Architectural Metals (CAM) Customer Service organization across all five brands and regions. Reporting to the VP of Growth, this role is responsible for building a unified, high-performing service organization that delivers a best-in-class customer experience aligned with CAM’s SPEQ promise—Speed, Protection, Expertise, and Quality.

This leader will oversee customer service teams operating across multiple ERP environments, ensuring consistent service standards, efficiency and accuracy, scalable and standardized processes, and strong alignment with Sales and Operations teams. The Director will be instrumental in advancing CAM’s “One CAM” service model and driving measurable improvements in responsiveness, quality, and customer satisfaction (NPS).

 

Duties and Responsibilities:

Leadership and Strategy

• 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.

Operational Customer Service 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.

Customer Advocacy

• 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.

Continuous Improvement and Innovation

• 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.

Reporting and Communication

• 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.

 

Required Knowledge/Skills/Abilities:

Knowledge

• 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.