Customer Service Lead

Position Overview

ASSA ABLOY is seeking a Customer Service Lead to support our Southeast Service Center or regional manufacturing facility located in Austell, Georgia. In this role you will act as a senior member of the Service Center team, serving as a player‑coach who leads by example, while remaining hands‑on in day‑to‑day customer service and order management.

• Actively handle customer orders, inquiries, and issue resolution with high 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.

• 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 written and verbal communication skills.
• 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.

• 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

AADG, Inc. is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran.

We value diverse, inclusive teams.