Customer Service Manager

The Customer Service Manager – Edge is responsible for building, leading, and sustaining a best-in-class Customer Service organization supporting CAM’s Edge brands (Metal Era and Hickman Edge Systems) at the Waukesha, WI and Asheville, NC locations. This role is accountable for developing a strong, engaged team, establishing clear and documented processes and SOPs, and delivering highly responsive, agile, and reliable service in a seasonal, demand-driven business environment. 

Reporting to the Director, Customer Service – CAM, this leader drives operational excellence within customer service while leading the team through SAP integration, process standardization, and adoption of Carlisle enterprise standards. The ideal candidate is a strong people leader who can balance service speed, accuracy, and consistency while continuously raising performance expectations. 

 

Essential Duties & Responsibilities: 

This list is not all-inclusive and may evolve as business needs change. 

 

Team Leadership & Culture 

• Build, lead, and develop high-performing Customer Service Representative (CSR) teams across our Edge brands and locations including Waukesha and Asheville 

• Establish a culture of accountability, ownership, responsiveness, and customer focus 

• Coach and develop team members to operate with speed, confidence, and accuracy, particularly during seasonal volume spikes 

• Set clear expectations and KPIs for roles, performance, and behaviors aligned to Carlisle standards 

• Drive engagement, retention, and bench strength through effective coaching and development 

Best-in-Class Customer Service Execution 

• Deliver a fast, accurate, and customer-centric service experience for Edge customers 

• Ensure high responsiveness, proactive communication, and timely issue resolution 

• Balance speed and agility with quality and system discipline in a high-volume environment 

• Monitor service levels and adjust priorities, staffing, and workflows to meet customer demand 

Process Design, SOPs & Standard Work 

• Design, document, and maintain clear, standardized SOPs for all core customer service processes 

• Ensure SOPs enable consistency, scalability, and speed across both sites 

• Reinforce standard work while allowing flexibility to meet customer and business needs 

• Ensure documentation is current, accessible, and consistently followed 

SAP Integration & Carlisle Standards 

• Lead the Edge Customer Service team through SAP implementation, stabilization, and adoption 

• Ensure customer service workflows align with Carlisle enterprise standards, policies, and system requirements 

• Partner with IT, CX, COS, and Operations to support testing, training, and process changes 

• Drive system discipline, data accuracy, and compliance across the team 

Seasonal Readiness & Capacity Planning 

• Proactively plan for seasonal demand by aligning staffing, training, and workflows to volume patterns 

• Develop flexible coverage and cross-training models to support peak periods