Customer Success Team Lead / Supervisor

Customer Success Team Lead Lead a Team. Solve Problems. Deliver Exceptional Customer Experiences. Carlisle Architectural Metals (CAM) is seeking a Customer Success Team Lead to provide hands-on leadership for a team of Order Management Specialists supporting our customers and manufacturing operations. This is an ideal opportunity for a customer service, order management, supply chain, or operations professional who enjoys leading people, solving problems, and driving results. You'll serve as a working leader, partnering closely with Sales, Operations, and Supply Chain while helping your team deliver a best-in-class customer experience. Based at our Maryland manufacturing facility, this role combines team leadership with direct customer support responsibilities in a fast-paced manufacturing environment. What You'll Do

• Lead, coach, and develop a team of 5-8 Order Management Specialists.
• Manage daily workflow, priorities, and customer commitments to ensure accurate and timely order execution.
• Monitor team performance, workload distribution, and key service metrics.
• Serve as the first point of escalation for customer, order, delivery, and process-related issues.
• Provide real-time coaching and support to help team members succeed.
• Maintain ownership of a small customer portfolio and support order management activities as needed.
• Partner with Sales, Operations, Supply Chain, and Manufacturing to resolve issues and deliver solutions for customers.
• Train and onboard new team members while supporting ongoing development of the team.
• Identify opportunities to improve processes, efficiency, and the overall customer experience.
• Support performance management, hiring, and employee development initiatives in partnership with the Customer Service Manager. What We're Looking For
• 4+ years of experience in customer service, order management, supply chain, logistics, manufacturing support, or a related field.
• Previous leadership experience as a Team Lead, Supervisor, or informal people leader preferred.
• Strong customer focus with the ability to manage multiple priorities in a fast-paced environment.
• Demonstrated ability to coach and develop employees while driving accountability and performance.
• Strong problem-solving and decision-making skills.
• Excellent communication and relationship-building abilities.
• Experience working with SAP or other ERP systems.
• Proficiency with Microsoft Office applications.
• Bachelor's degree preferred.

What Success Looks Like In this role, success means building a highly engaged team that consistently delivers accurate, responsive, and customer-focused service. You'll be a visible leader who stays close to the business, proactively solves problems, develops talent, and helps ensure customers receive the support they need when they need it. Why Join Carlisle Architectural Metals? At CAM, you'll have the opportunity to:

• Lead a high-impact customer success team.
• Partner directly with business leaders across Sales, Operations, and Supply Chain.
• Influence customer satisfaction and business performance.
• Build leadership experience within a growing organization.
• Contribute to a culture focused on accountability, collaboration, and continuous improvement. Work Environment
• Onsite position located at our Maryland manufacturing facility.
• Monday-Friday schedule.
• Occasional travel up to 25%.
• Exposure to manufacturing environments as needed.