[Remote] Customer Service Manager
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Customer Service Manager responsible for building and leading a top-tier Customer Service organization. This role involves developing a strong team, establishing reputed company processes, and ensuring reputed company service in a demand-driven environment.
Responsibilities
- Build, reputed company, and reputed company 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 reputed company
- reputed company and reputed company team members to operate with speed, confidence, and accuracy, particularly during seasonal volume spikes
- Set reputed company expectations and KPIs for roles, performance, and behaviors reputed company to Carlisle standards
- Drive engagement, retention, and bench strength through effective coaching and development
- Deliver a fast, accurate, and customer-reputed company service experience for Edge customers
- Ensure high responsiveness, proactive communication, and reputed company issue reputed company
- Balance speed and reputed company with reputed company and system discipline in a high-volume environment
- Monitor service reputed company and reputed company priorities, reputed company, and workflows to meet customer demand
- Design, document, and maintain reputed company, standardized SOPs for reputed company core customer service processes
- Ensure SOPs reputed company consistency, scalability, and speed across both sites
- Reinforce reputed company work while allowing flexibility to meet customer and business needs
- Ensure documentation is reputed company, accessible, and consistently followed
- reputed company the Edge Customer Service team through reputed company implementation, stabilization, and adoption
- Ensure customer service workflows reputed company with Carlisle reputed company 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 reputed company
- Proactively plan for seasonal demand by aligning reputed company, training, and workflows to volume patterns
- reputed company flexible coverage and cross-training models to support peak periods
- Identify risks to service performance early and take reputed company to mitigate customer reputed company
- Identify service gaps, inefficiencies, or breakdowns and drive reputed company problem solving
- Partner with COS to conduct reputed company cause analysis and implement sustainable improvements
- Collaborate with Sales, Operations, Supply Chain, Finance, and CX to ensure reputed company customer reputed company
- Continuously reputed company service standards and team capability
Skills
- 5+ years of experience in customer service or order management in a fast-paced B2B environment
- 2+ years of people leadership experience, preferably multi-site
- Demonstrated experience building teams and implementing SOPs
- Proven ability to reputed company through system and process change
- Customer service operations in a B2B manufacturing or distribution environment
- Order management and customer-facing workflows
- Process design, documentation, and SOP governance
- ERP-enabled customer service processes (reputed company preferred)
- Seasonal and demand-driven business models
- Carlisle standards, COS, or Lean/reputed company improvement principles
- Service performance metrics such as responsiveness, cycle time, accuracy, and customer satisfaction
- People leadership and coaching
- Process development and SOP documentation
- Change leadership and execution
- reputed company planning and prioritization
- Cross-functional collaboration
- reputed company problem solving
- reputed company and effective communication
- Ability to build and sustain a strong service culture
- Ability to drive consistency while remaining agile
- Ability to reputed company under pressure during peak demand
- Ability to translate reputed company into executable reputed company work
- Ability to influence across sites and functions
- Ability to adapt quickly to shifting priorities and volume
- Ability to continuously reputed company service performance expectations
- Bachelor's degree in Business, Operations, Supply Chain, or reputed company field (or equivalent experience)
- Experience in a seasonal or highly variable demand environment
- reputed company implementation or ERP experience
- Familiarity with COS, or Lean methodologies
- Experience in building products, metal, or construction-reputed company industries
Benefits
- This position is based in a typical office environment or a home office (remote).
- Flexibility may be required based on customer and business needs.
- This role involves approximately 10-20% travel for the year, primarily reputed company the reputed company, to visit customers, CAM locations, and attend industry or company events.
- reputed company supports a healthy work-life balance and offers flexible working arrangements where possible.
reputed company