Job Description
Welcome to Carlisle Construction Materials (CCM)! Our culture is rooted in collaboration, integrity, and a shared commitment to excellence. We take pride in fostering an environment where every employee plays a meaningful role in delivering value to our customers. The Order Management Specialist (OMS) Team is a vital part of that mission. They serve as the link between our sales, manufacturing, and logistics teams, ensuring each order is managed with accuracy, efficiency, and care. This team embodies CCM’s customer-first mindset, working collaboratively to uphold the quality and reliability our company is known for delivering.
Job Summary
The position is the primary liaison for the Customer Success team of Carlisle Construction Materials and the customers who purchase our materials. The Order Management Specialist manages a defined portfolio of customers and develops a working knowledge of customer preferences and constraints to proactively support successful order fulfillment. This role is responsible for managing a multi-billion-dollar portfolio of construction materials sourced from manufacturing facilities and third-party vendors delivering to jobsites and warehouses across the U.S.
Each Order Management Specialist works closely with all elements of the supply chain. After completing a structured, hands-on training, the Order Management Specialist will be assigned a dedicated territory of business-to-business customers. This interactive role involves daily collaboration and relationship management to ensure accurate order processing, timely shipments, and exceptional customer service. Specialists take full ownership of their territory, serving as the primary point of contact and trusted partner for their customers.
This position is for you if you thrive in managing a high and variable volume of customer orders and inquiries, often simultaneously, with competing priorities and time-sensitive requirements. The ideal candidate thrives in a collaborative, cross-functional environment and approaches challenges with a growth mindset, eager to learn, adapt, and continuously improve.
Duties and Responsibilities:
Daily Account Management (includes but is not limited to):
Order Management: Oversee the complete lifecycle of customer orders, from applying judgment to prioritize orders, resolve constraints, and make tradeoff decisions that balance customer commitments with operational realities.
Building and Maintaining Customer Relationships: Develop and maintain productive relationships to support collaboration and long-term customer satisfaction both internally and externally. By representing customer needs, ensuring commitments, constraints, and expectations are clearly communicated across teams.
Troubleshooting Customer Needs and Expectations
Actively resolve customer issues, and anticipating failures with a since of urgency, (i.e. Lead time, credit, substitutions) to ensure each customer interaction delivers the Carlisle Experience.
Cross-Departmental Collaboration: Partner with internal teams including Sales/Pricing, Shipping, Inventory Control, Credit, Operations, Accounts Payable, and within the Customer Success Team to coordinate and support customers’ daily needs and activities.
Shipping Logistics Facilitation: Coordinate and track the movement of materials to ensure timely and accurate deliveries, as requested using existing tools/ shipping teams.
Third-Party Vendor Collaboration: Work closely with external suppliers to ensure quality, timeliness, and consistency of materials and services.
Invoice Resolution Management: Identify and resolve billing issues or discrepancies to ensure invoices are accurate and processed promptly.
Customer Inquiry Response: Provide prompt, knowledgeable responses to customer inquiries via phone or email.
Continuous Improvement: Participates in continuous improvement initiatives by identifying process gaps, testing enhancements, and adopting new tools or workflows.
Measuring Customer Experience and Performance: Performance is evaluated using a combination of qualitative and quantitative measures aligned with business priorities (i.e. Order Accuracy, and Past Due metrics).
Knowledge/Skills/Abilities:
Required:
Works within ERP and logistics systems, ensuring data accuracy while navigating frequent exceptions, constraints, and changing conditions.
Effective written and verbal communication skills
Basic mathematic skills- addition, subtraction, multiplication, and division
Strong organizational and time management skills
Ability to multitask and juggle multiple projects
Ability to follow procedures, adapt to change, and continually build skills through feedback and learning.
Ability to work in a fast-paced environment
Basic negotiation skills
Preferred:
Logistical experience
Microsoft Office experience
Prior customer service experience
Background or knowledge in the construction industry
Education and Experience:
Required:
High School Diploma
Preferred:
1+ years of customer-interfacing experience
Associate degree or bachelor’s degree
Working Conditions:
Office environment with standard office equipment
Occasional exposure to manufacturing areas
This is a fully in-office position until training requirements have been met. Upon completion of training, the position follows a hybrid schedule, allowing up to 16 hours of remote work weekly with management discretion. The incumbent is expected to maintain a dedicated, secure, and ergonomically appropriate home office environment with reliable high-speed internet connectivity. The role requires the ability to work independently with minimal supervision while maintaining regular communication with colleagues and stakeholders via virtual collaboration tools.
The position typically operates during standard business hours of Monday – Friday (8am – 5pm), with occasional flexibility required to accommodate meetings across time zones or critical business needs. The employee is expected to comply with all company policies related to data security, confidentiality, and remote work standards.
Minimal travel up to 0-5% may be requested based on business needs with advance notice provided. The company will reimburse travel expenses in accordance with its travel and expense policy.
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