OMS Team Lead - CAM

Job Description

Customer Success Team Lead - CAM

Join Our Team

Carlisle Architectural Metals (CAM) is looking for a Customer Success Team Lead to provide hands-on, day-to-day leadership for a team of 5–8 Order Management Specialists (OMS) at our MD manufacturing facility
.

This is a true player-coach role
. You’ll work onsite in the customer service bullpen alongside your team
, providing real-time leadership, support, coaching, and problem-solving throughout the day. You’ll manage the team's daily workflow and performance while also maintaining a small customer territory of your own, entering and managing orders, covering for teammates when needed, and serving as the first line of defense for customer and operational issues
.

You’ll be the person helping the team navigate the day—balancing workloads, reviewing performance, removing roadblocks, resolving escalations, and making sure customers receive accurate, timely, and high-quality service.

What You'll Do

• Provide daily, hands-on leadership for a team of 5–8 Order Management Specialists, working alongside the team in the customer service bullpen.
• Manage the team's daily workflow, balancing workloads and priorities to ensure orders and customer needs are handled accurately and on time.
• Maintain a small customer territory, including entering and managing customer orders.
• Serve as the team's first point of escalation, working through customer, order, delivery, system, and process issues before escalating to the Customer Service Manager.
• Provide coverage for OMS team members during vacations, absences, vacancies, or periods of increased volume.
• Review daily KPIs and workload metrics, quickly identifying performance gaps, backlogs, or areas requiring additional support.
• Provide real-time coaching, feedback, and accountability to ensure individual and team performance expectations are met.
• Lead the onboarding and training of new OMS team members and provide ongoing process and system training for the team.
• Serve as the team's go-to resource for questions related to orders, customers, processes, systems, and day-to-day execution.
• Own the day-to-day “block and tackle” needed to keep the local team operating effectively and customers supported.
• Partner closely with Sales, Operations, Supply Chain, and other functions to resolve issues and keep customer commitments.
• Identify recurring issues and opportunities to improve workflows, processes, and the overall customer experience.
• Support hiring, recognition, performance management, and other talent activities in partnership with the Customer Service Manager.
• Conduct regular performance check-ins and contribute to formal performance reviews.
• Keep the Customer Service Manager informed of significant performance concerns, customer escalations, resource needs, and emerging trends.
• Model and reinforce the Carlisle Values, creating a team environment grounded in accountability, collaboration, continuous improvement, and a strong commitment to our customers.

• 4+ years of experience in order management, customer service, logistics, supply chain, inventory management, or a related field; manufacturing experience preferred.
• Previous experience as a team lead, supervisor, or informal leader strongly preferred.
• A hands-on leadership style and willingness to work directly alongside the team to solve problems and support customers.
• Strong ability to prioritize work, balance resources, and respond quickly when customer or operational needs change.
• Demonstrated ability to coach, develop, and hold team members accountable.
• Strong problem-solving and critical-thinking skills with the ability to independently resolve day-to-day issues.
• Excellent communication, relationship-building, and conflict-resolution skills.
• Experience with SAP or a similar ERP/order management platform.
• Proficiency with Microsoft Office.
• Bachelor's degree preferred.