Customer Service Lead

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.

• 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

• 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

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:

• 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
• 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.

If you have any questions about the role or the process, email Jackie Hayes, Senior Talent Acquisition Specialist at

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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