Customer Service Lead

Customer Service Lead

Are you an experienced customer service professional who has a passion for meeting and exceeding the expectations of your customers? Do you come from the door, hardware, architectural, construction, building materials or a related industry? Are you looking for a position that will afford you the opportunity to be in an environment where you have a voice and can truly see the impact of your efforts? If you answered yes to these questions, we should talk! ASSA ABLOY is looking for a Customer Service Lead will be based out of our Southeast Service Center or regional manufacturing facility located in Austell, Georgia.

What would you do as our Customer Service Lead? You will serve as a senior member of the Service Center team, acting as a player-coach who leads by example. You will be actively engaged in day-to-day customer service and order management while also guiding workflow, ensuring quality standards, and supporting team effectiveness. Although this role is not responsible for direct people management (which resides with the Service Center Manager), it is critical in coordinating work, driving consistency, monitoring performance metrics, and elevating the overall customer experience. You would also:

• Lead by example by actively handling customer orders, inquiries, and issue resolution with a high level of quality, accuracy, and responsiveness
• Distribute and prioritize work across the team to ensure timely order processing and balanced workload
• Monitor daily operations to ensure service levels, turnaround times, and customer expectations are consistently met
• Ensure quality standards in order entry, communication, and issue resolution through real-time guidance and coaching
• Serve as a go-to resource for team members by providing support on complex orders, technical questions, and process challenges
• Review and analyze key performance metrics (order accuracy, cycle times, service levels, etc.) and identify trends or opportunities for improvement
• Partner with the Service Center Manager to support operational performance and continuous improvement initiatives
• Drive consistency in processes and best practices across the team to enhance productivity and customer satisfaction
• Support onboarding and informal training of new and existing team members through hands-on coaching and knowledge sharing
• Facilitate communication within the team to ensure alignment on priorities, escalations, and customer needs
• Assist in resolving customer concerns and ensuring proactive, professional communication
• Maintain compliance with company policies, safety standards, and code of conduct

The Skills and Experience you need:

• High school diploma or GED required; additional education in Business or related field preferred
• Minimum of 5 years of experience in customer service, order management, or a related industry
• Demonstrated ability to lead through influence and example rather than formal authority
• Strong problem-solving and analytical skills, with the ability to interpret and act on data
• Excellent communication skills (written and verbal)
• Strong attention to detail and commitment to quality
• Ability to balance individual workload with team support responsibilities
• Highly organized with the ability to prioritize in a fast-paced environment
• Team-oriented mindset with a collaborative approach
• Proficiency in Microsoft Office (Outlook, Excel, Word)
• Experience with ERP systems and order processing tools preferred

Our Benefits:

We believe in creating opportunities and providing benefits that empower you to grow, thrive, and build a rewarding lifelong career with us. Here is just a sample of what you can look forward to as a member of our team:

• Competitive Salary
• Paid Vacation, Sick Time, and Paid Company Holidays
• Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance
• Tuition Reimbursement, Learning and Career Development opportunities
• Flexible Spending Employee Assistance Program
• Discount portal
• Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

We review applications regularly, so don't wait! We are building diverse, inclusive teams, and encourage applications from everyone who can see themselves working with us. To make sure your personal data is safe, we don't look at any applications sent by email or post. If you have any questions about the role or the process, email Jackie Hayes, Senior Talent Acquisition Specialist at View email address on click.appcast.io

Let's create a safer and more open world - together! AADG, Inc. is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran