Description
Carlisle Companies Incorporated, a worldwide leading diversified manufacturer of premium building products and related technology is on the search for a Customer Success Regional Manager to join our Carlisle Architectural Metals (CAM) Customer Success team. As a Customer Success Regional Manager for our company, you will hold ultimate responsibility for both the strategic direction and day-to-day operations of the Customer Service Team within the designated region, focusing primarily on CAM product lines. While there are a few ideal CAM locations for this position, there is flexibility in where this position is based for the right candidate.
Your team of Order Management Specialists and Team Leads comprises customer-centric logistics experts who handle order processing, material sourcing from our plant network and third-party suppliers, order management through to successful delivery and invoicing, and resolution of customer issues. By prioritizing customer satisfaction, our Order Management Specialists play a pivotal role in fostering customer loyalty and delivering exceptional experiences.
This Regional Manager needs to ensure alignment with customer service objectives, systems, and processes while maintaining compliance. Operational excellence, standardized workflows, metrics-driven performance, and goal achievement will be central to your approach, alongside fostering a culture of empowerment and continuous improvement within the team.
Critical to your success will be your ability to collaborate effectively with internal and external stakeholders, including contractors, distributors, sales managers, company or independent sales representatives, inventory control and production planning teams, shipping departments, pricing specialists, and other customer service teams. The Customer Success team will serve as the primary point of contact for escalated customer complaints, concerns, and feedback.
Duties and Responsibilities:
- Lead and develop a high-performing Customer Service department. Responsible for fostering a climate for providing superior customer service through coaching, mentoring, education, and leading by example.
- Direct overall customer service operations, determine performance objectives/metrics, define tools to measure progress, and ensure consistent achievement of business objectives. Ensure team processes and activities support overall CCM success and future vision.
- Responsible for the identification, development, and implementation of programs, policies, and procedures that support total customer satisfaction, company profitability, and market share growth.
- Proactively monitor operational performance; initiate and drive appropriate change in processes, tools and capabilities that increase operational efficiency and effectiveness while concurrently improving the customer experience and complying with company policies and procedures.
- Provide the main point of contact for escalated customer complaints, concerns, and feedback. Will be expected to offer apologies when called-for, analyze the issue and quickly determine the appropriate business response. Communication, attention to detail, timeliness and follow-through are essential in managing these issues.
- Responsible for on-boarding/orientation of the Customer Service/Order Management process for new distributors and direct sell customers as well as sales representatives and Regional Managers.
- Basic understanding of order entry and order management processes within 6 months of accepting position.
- Incorporate Feedback Management System (FMS) tracking and analysis as needed.
Required Skills/Abilities/Knowledge:
- Demonstrates a successful track record of building and improving high performing teams. Able to develop and maintain team effectiveness including efficient staffing, workflow patterns, performance standards, as well as delineation of duties and responsibilities in managing a large and geographically dispersed customer segment. Able to achieve high levels of performance while maintaining high morale and teamwork.
- Outstanding relationship skills and verbal/written communication skills are key to success in this position.
- Has the skill and ability to manage multiple tasks and initiatives in an environment of constant interruptions, while executing and ensuring priorities are met.
- Knowledge of the construction industry and/or previous experience with ERP systems (such as SAP) is preferred.
Education and Experience:
- Education: Bachelor's degree strongly preferred.
- Experience: minimum of eight to ten years of related experience, including at least five years of experience leading and managing a customer service team.
Travel Requirement
- A minimum of 25% travel is required for this position. Travel requirements and timing are flexible.
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