Job Description

Carlisle Construction Materials (CCM) is in search of a Team Lead to join our Versico Order Management Specialist (OMS) team in Carlisle, PA ! In addition to your present daily order management responsibilities, you will be responsible for ensuring quality customer service and efficient order management to our customers through leading a team of 3-4 Account Managers or Customer Service Representatives.

Essential Duties and Responsibilities include the following. Other duties may be assigned to meet business needs.

• Provide daily direction and communication to direct reports so that our customer’s requirements are met in a timely, efficient and knowledgeable manner.
• Responsible for continual evaluation of our day-to-day processes and procedures. Will be expected to suggest methods to improve area operations, efficiency and service to both internal and external customers.
• Deliver performance feedback on a regular basis to each team member. Write and administer performance reviews for skill improvement and annual goal setting.
• Insure employees have appropriate training and other resources necessary to perform their jobs.
• Respond to and resolve employee relations issues expressed by team members with assistance from the Customer Service Supervisor as needed.
• Address disciplinary and / or performance problems in a timely manner and according to company policy. Prepare written warnings and communicate effectively.

Make decisions relative to corrective action as required with input from the Customer Service Supervisor.

• Ensure compliance with standard work procedures and processes that support company and departmental standards, procedures, and strategic directives.
• Monitor that Daily Order Management Checklist activities are performed daily by each CSR
• Generate and review metrics as assigned by Customer Service Supervisor; provide feedback to Supervisor as required.
• Ensure that the uncovered loads reports are reviewed daily and any issues with delivery communicated promptly to our customers
• Responsible for assigning disputed items / credit requests from customers or CFS to the appropriate CSR. Monitor for timely follow up and resolution.
• Provide guidance / assistance to team members with product or carrier availability challenges
• Review and release RMAs once the CSR has been notified that the return has been received at the plant

Qualifications / Requirements :

• Ability to fairly and objectively lead a team
• Possess excellent communication skills both oral and written
• Must assure that all company policies and procedures as outlined by Senior Management are implemented and complied with.
• Ability to travel to customer locations as needed
• Must be able to work additional hours as needed in order to accomplish job objectives

Position Requirements

Education / Training / Experience

• Experience interacting with internal / external customers and providing an exceptional Carlisle Experience is required
• General knowledge of our products and services is required
• Experience with SAP highly preferred
• College degree preferred but not necessary

Last updated : 2024-03-27