Description
Carlisle Weatherproofing Technologies (CWT), a division of Carlisle Companies Incorporated, is a leading provider of high-performance building envelope solutions that protect, preserve, and enhance the integrity of commercial and residential structures. At CWT, we take an "outside-in" approach-putting the customer at the center of everything we do. Through innovation, collaboration, and a commitment to operational excellence, we deliver exceptional products and services that meet and exceed our customers' expectations. As we continue to grow and evolve, we are looking for driven professionals who share our passion for customer experience and team building. We are looking for a Director of Customer Success located in either Kimberton, PA or Wylie, TX offices.
Job Summary:
The Director of Customer Success at Carlisle Weatherproofing Technologies (CWT), a Carlisle Company, will have overall responsibility for the strategic and operational performance of multiple customer service teams across CWT's diverse business units. This role is instrumental in aligning policies, processes, and systems across multiple ERP platforms, to deliver a standardized, world-class customer experience.
At CWT, we operate with an "outside-in" approach, focusing on enhancing customer experience and building strong, empowered teams. The Director will lead the development of supervisors, manage personnel, and ensure consistent execution of the order entry process and policy across the organization. This position will also oversee cost accountability, workload alignment, and order monitoring, while driving continuous improvement through customer feedback mechanisms such as NPS and CSAT scores.
Key to success is collaborating with internal and external partners such as sales managers, production and shipping supervisors, pricing, and other customer service teams to create visibility into order delays and ensure customer expectations are consistently met.
Duties and Responsibilities:
- Leads, develops, and aligns multiple customer service teams across CWT to standardize policies and best practices while fostering a climate focused on superior customer experience.
- Builds and develops supervisors and personnel through coaching, mentoring, and structured development plans, ensuring strong leadership and team growth.
- Oversees the end-to-end order entry process and policy, ensuring consistency across business units while managing order alignment, back orders, order health tracking, and overall order management.
- Drives alignment of processes and tools across different ERP systems (e.g., SAP, JDE) to improve order efficiency and effectiveness.
- Maintains accountability for customer service cost structures, ensuring workload balance and efficient resource allocation across the organization.
- Defines performance objectives and KPIs for the customer service function, proactively monitors order performance, and drives appropriate change to enhance customer experience.
- Collects and acts on customer feedback using NPS and CSAT data to continuously improve customer satisfaction.
- Provides clear visibility into reasons delaying order processing and shipment, creating actionable plans to meet customer expectations.
- Acts as the escalation point for complex customer complaints, concerns, and feedback, ensuring timely and effective resolution.
- Leads onboarding/orientation for customer service processes with new distributors, direct customers, and sales representatives.
- Partners cross-functionally with inventory control, production planning, shipping, pricing, and sales teams to ensure alignment and support CWT's customer-focused objectives.
Required Skills/Abilities/Knowledge:
- Demonstrated success in building and leading high-performing, geographically dispersed teams, with experience in developing supervisors and maintaining high morale and teamwork.
- Strong personnel management skills, including the ability to define staffing needs, workflow patterns, performance standards, and clear delineation of responsibilities.
- Excellent relationship management and communication skills, both verbal and written.
- Proven ability to manage multiple tasks and initiatives in a dynamic environment with frequent interruptions while maintaining focus on priorities and deadlines.
- Solid understanding of order management processes, including order entry, back order management, order health tracking, and customer escalation resolution.
- Experience with process alignment and system standardization across multiple ERP platforms (SAP, JDE preferred).
- Ability to manage customer service costs effectively and align workloads across teams for optimal efficiency.
- Familiarity with customer experience measurement tools such as NPS and CSAT, with a track record of driving improvements based on feedback.
- Knowledge of the construction or building materials industry is preferred.
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 opportunities to leverage strengths and lean into opportunity areas. Open to both giving and receiving feedback.
- Drive for Results
- Always has a sense of urgency to solve problems with actions. Seeks to align goals with attainment of organizational strategy and has a sense of ownership and personal accountability for actions taken.
- Strategic Thinking
- Thinks three to five years ahead or beyond; challenges assumptions and conventional wisdom.
- Leading People
- Influence's others and empowers team to execute efficiently.
- Developing People
- Invests time in finding, mentoring and coaching talent.
Education and Experience:
- Bachelor's degree in relevant field
- A minimum of eight to ten years of related experience, including at least five years of experience leading and managing a customer service team
Equipment Used:
- Typical office supplies, computer, printer, fax machine
- Computer software: Microsoft programs, ERP experience (JDE/SAP), CRM experience a plus
Working Conditions:
- Office environment.
- Hours Worked: 8:00 am to 5:00 pm, 40 plus hours per week.
- Days/Week: Monday - Friday
Travel Requirement:
- 25% travel is required for this position. Travel requirements and timing are flexible.
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