Customer Service Lead

ASSA ABLOY • Austell, GA

1d • Onsite

About The Position

The Customer Service Lead will serve as a senior member of the Service Center team, acting as a player-coach who leads by example. This role is actively engaged in day-to-day customer service and order management while also guiding workflow, ensuring quality standards, and supporting team effectiveness. While not responsible for direct people management, this role is critical in coordinating work, driving consistency, monitoring performance metrics, and elevating the overall customer experience.

Requirements

• High school diploma or GED required
• 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)

Nice To Haves

• Additional education in Business or related field preferred
• Experience with ERP systems and order processing tools preferred

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED