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Customer Success Manager

3 months ago

Carlisle, United States Carlisle Construction Materials Full time

Carlisle Construction Materials (CCM) is seeking a passionate Customer Success Manager to join our Customer Service team at our Headquarters located in Carlisle, PA. The Customer Service Manager is responsible for the strategic and operational effectiveness of the Customer Service Team across one or more of our business brands. The Order Management Specialists on the Customer Service team are customer-focused logistics professionals who enter orders, source material form our plant network and third-party suppliers, manage orders through successful delivery and invoicing, and resolve problems for customers. Our Order Management Specialists drive customer loyalty by delivering a superior customer experience.

This position will lead and direct the Customer Service team to align and ensure compliance with customer service objectives, systems, and processes. The Customer Service Manager will ensure quality results through operational excellence, standard work, metrics, and goals, while also driving a culture of empowerment and continuous improvement.

Key to the position is the responsibility to support and collaborate with internal and external customers both upstream and downstream: contractors, distributors, sales managers, company or independent sales representatives, inventory control and production planning, shipping, pricing, other customer service teams, and other key partners.

Duties and Responsibilities:

Lead and cultivate a high-performing Customer Service department by creating an environment conducive to delivering exceptional customer service through coaching, mentoring, education, and exemplary leadership. Effective delegation of daily operations, kaizens, and projects will be core to the manager’s success. Lead all aspects of customer service operations, establishing performance goals and metrics, devising tools for progress assessment, and guaranteeing the consistent attainment of corporate targets. Ensure team processes and activities support overall CCM success and future vision. Identify, develop, and implement programs, policies, and procedures to enhance total customer satisfaction, drive company profitability, and foster market share expansion. Proactively monitor operational performance; instigate and spearhead appropriate changes in processes, tools, and capabilities to enhance operational efficiency and effectiveness, while concurrently elevating the customer experience and adhering to company policies and procedures. Serve as the primary point of contact for escalated customer complaints, concerns, and feedback. Analyze issues promptly, and determine suitable business responses. Effective communication, meticulous attention to detail, timeliness, and follow-through are vital in managing these matters. Facilitate the onboarding and orientation of the Customer Service/Order Management process for new distributors, direct sell customers, sales representatives, and Regional Managers. Attain a foundational understanding of order entry and order management processes within six months of assuming the position. Implement and utilize a Feedback Management System (FMS) for tracking and analysis as required. Lead strategic, cross-functional projects aimed at improving Customer Service processes, enhancing the Carlisle Experience, and/or driving operational efficiency (aka implementing new technologies, analyzing customer feedback to identify improvements, and implementing quality standards).

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.

Requirements

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.

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