Job Summary

The Customer Service Regional Manager is a critical leadership role within Carlisle Architectural Metals’ One CAM Customer Service organization. This role leads a regional team of Order Management Specialists (OMS) supporting both PAC-CLAD and Drexel Metals (DRX) customers on SAP, ensuring consistent delivery of accurate, timely, and high-quality service. This leader is responsible for driving One CAM culture across brands, unifying teams under common service standards, processes, and expectations while delivering a seamless customer experience across PAC and DRX.

 

Operating as an 80% leader / 20% doer, this individual is accountable for regional service performance, KPI execution, and Net Promoter Score (NPS) outcomes. The role partners closely with the Regional Sales Group Manager and cross-functional leaders (Plant Operations, Supply Chain, Finance) to deliver a consistent, high-quality, customer-centric experience.

 

Duties and Responsibilities:

 

Leadership & Culture

• Lead, coach, and develop a regional OMS team of 4-8 OMS from entry level to seasoned across PAC and DRX, fostering a unified One CAM culture grounded in accountability, collaboration, and customer focus.
• Drive consistency in service standards, behaviors, and execution across brands to ensure a seamless customer experience.
• Maintain an 80/20 leadership model—prioritizing team leadership while remaining engaged in escalations and critical customer needs.
• Conduct daily/weekly standups, set clear priorities, and ensure alignment on workload, service levels, and customer commitments.
• Build a high-performance culture with clear expectations and accountability to KPIs, service standards, and team behaviors.
• Drive employee engagement, development planning, and talent management (hiring, coaching, performance management, recognition).

 

Customer Experience & NPS Ownership

• Own the customer experience for the region, with direct accountability for Net Promoter Score (NPS) and overall customer satisfaction.
• Ensure exceptional service delivery across all customer touchpoints, including order accuracy, responsiveness, proactive communication, and issue resolution.
• Act as the escalation point for complex customer issues and lead cross-functional resolution efforts.
• Partner closely with Group Regional Sales leadership to align on customer expectations, priorities, and regional performance.
• Reinforce a culture of customer ownership and “right first time” execution across both PAC and DRX teams.

 

Operational Excellence & KPI Ownership

• Own and report on regional performance metrics, including but not limited to:
  • Response time to first touch (SLA)
  • Order accuracy / right-first-time
  • Quote and order turnaround time
  • Proactive communication metrics
  • Ship-to-promise performance
• Establish and monitor leading indicators of success to proactively manage performance and prevent service failures.
• Use data and dashboards to identify trends, gaps, and opportunities for improvement.
• Lead continuous improvement initiatives to optimize workflows, reduce errors, and improve productivity.

 

Cross-Functional Partnership

• Collaborate with Plant Leadership, Supply Chain, Operations, and Finance to escalate and resolve issues impacting customer experience.
• Ensure strong alignment between customer service execution and operational capabilities (production, lead times, inventory).
• Partner with Sales to ensure a regionally aligned, customer-first approach across all interactions.
• Participate in key forums (SIOP, regional reviews, CX cadence meetings) to represent customer service insights and needs for the region.

 

Standardization & One CAM Alignment

• Drive adherence to standardized processes, SOPs, and service models across PAC and DRX.
• Champion a consistent One CAM service model, eliminating silos between brands and improving overall customer experience.
• Support implementation of tools, dashboards, and best practices that enable visibility, accountabilit