CAM Customer Success Team Lead

Carlisle Companies Incorporated, a globally recognized and diversified manufacturer of premium building products and related technologies, is excited to offer an opportunity for a Team Lead to join our Carlisle Architectural Metals (CAM) Customer Service team. 

This position provides leadership to the Order Management Specialist team while also managing key customer accounts within the Midwest Region. We welcome candidates who are based near, or open to working from, one of our key CAM locations: Louisville, KY; Elk Grove Village, IL; Acworth, GA; Waukesha, WI; or Carlisle, PA. 

If you're ready to take the next step in your career and contribute to a dynamic, customer-focused team, we encourage you to apply.

Duties and Responsibilities:

• Assigns work, monitors completion, and redistributes workload as necessary to ensure thorough task completion and efficient utilization of staff.
• Monitors the team daily to ensure adherence and holds team members accountable to standards of safety, quality, processed, productivity, reliability, professionalism, and teamwork.
• Coach’s individuals during day-to-day operations and maintains consistency throughout the department.
• Builds and maintains partnerships with different departments across the organization, and with key customer contacts.
• Applies leadership skills to influence staff toward achieving goals.
• Uses knowledge and experience to lead daily operations of Customer Service team.
• Ensures all team members receive sufficient training to perform tasks to a high standard; arranges and/or conducts initial and ongoing training as needed.
• Leads by example; the Customer Service Team Lead will be a hands-on leader who will also be an individual contributor to the group and perform the daily roles and responsibilities of an Account Manager.
• Monitors key performance metrics, conduct quantitative and qualitative analysis of key measurements, and use metrics to drive outstanding execution.
• Oversees the daily performance of the OMS team and provides feedback on team performance to the Customer Service Manager to include involvement in hiring, terminations, and disciplinary actions as needed.
• Works in conjunction with the Customer Service Manager to assess employee performance discussions/reviews.
• Maintains thorough knowledge of our products and technologies to ensure our customers are served in a professional and confident manner.
• Drives and participate in continuous improvement activities.
• Drives the strategic direction of the department and team, by passionate implementation of strategic plans as laid out by the Customer Service Manager.
• Incorporates Feedback Management System (FMS) tracking, and analysis as needed.
• Strong communication with Customer Service Manager of team’s performance, concerns, accomplishments and future opportunities. 

Required Skills/Abilities/Knowledge:

• Strong problem-solving skills.
• Strong time management and organizational skills.
• Effective written and verbal communication skills.
• Critical thinking skill.
• Negotiation skills.
• Knowledge of SAP or other inventory/supply chain management software.

Competencies

• Teamwork
  • Builds trust with others by encouraging open dialogue and collaboration. Seeks diverse perspectives to create stronger solutions.
• Managing Change
  • Able to keep on track despite difficulties or barriers that may be encountered. Addresses conflict to find common ground solutions.
• Continuous Improvement
  • Retains a mindset of always striving to make things better. Applies continuous improvement tools and processes to every aspect of the role.
• Customer Focus
  • Listens to understand the needs of customers (internal and external). Builds trusting relationships and seeks innovative solutions for all customers. Always has the customer’s needs top of mind.
• Continuous Learning
  • Understands individual strengths and opportunity areas and seeks development