Customer Service Lead
On-site · Austell, Georgia, United States
Job Summary
Senior Customer Service Lead at ASSA ABLOY’s Southeast Service Center in Austell, GA, leading day-to-day customer service and order management as a player-coach, guiding workflow, monitoring performance metrics, ensuring quality standards, coaching team members, and coordinating cross-functional efforts to meet customer expectations. Responsibilities include handling customer orders and inquiries, prioritizing workload, ensuring timely order processing, providing real-time guidance, analyzing KPIs, supporting onboarding and training, and maintaining compliance with policies and safety standards.
Required Qualifications
- 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
- 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
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