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
• Must be able and willing to have difficult discussions with employees in order to provide corrective feedback or address unacceptable behaviors or performance issues.
• 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

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

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled