Onsite Customer Success Team Lead (OMS)

Carlisle Construction Materials; Baltimore (MD); On-site; USD 70,000 - 100,000; Full time

Job summary

Carlisle Architectural Metals (CAM) is hiring a Customer Success Team Lead to guide a 5–8 OMS team onsite at the MD facility. You will share day-to-day leadership, enter and manage orders, and serve as the first line of support for customer and operational issues.

You’ll review KPIs, balance workloads, and coach team members while partnering with Sales and Operations to keep commitments and resolve problems quickly.

Qualifications

• What You'll Bring: 4+ years of experience in order management, customer service, logistics, or related fields.
• Hands-on leadership; willing to work directly alongside the team to solve problems.
• Experience with SAP or a similar ERP/order management platform.
• Bachelor's degree preferred.

Responsibilities

• Provide daily, hands-on leadership for 5–8 OMS in the customer service bullpen.
• Manage daily workflow and balance workloads to meet customer needs.
• Maintain a small customer territory and enter/manage orders.
• Serve as first escalation point for customer, order, delivery, and process issues.
• Coaching, feedback, and accountability to meet performance expectations.
• Lead onboarding and ongoing training for OMS team members.
• Collaborate with Sales, Operations, and Supply Chain to resolve issues.
• Support hiring, performance management, and quarterly reviews.

Skills

Order management

Customer service

Leadership

Coaching

Problem-solving

Communication

Project management

ERP systems

Microsoft Office

Education

Bachelor's degree

Tools

SAP

Microsoft Office

Job description

Carlisle Architectural Metals (CAM) is hiring a Customer Success Team Lead to guide a 5–8 OMS team onsite at the MD facility. You will share day-to-day leadership, enter and manage orders, and serve as the first line of support for customer and operational issues.

You’ll review KPIs, balance workloads, and coach team members while partnering with Sales and Operations to keep commitments and resolve problems quickly.