Customer Service Leader

 

Are you an experienced customer care professional who has a passion for meeting and exceeding the expectations of your customers? Do you come from the door, hardware, architecture, 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 Care Supervisor for our brand-new Grand Canyon Service Center. This is an on-site role based in our new Phoenix, Arizona location scheduled to open in May 2025 … but we’re not waiting for the doors to open! We're actively building our team now to ensure a smooth launch and successful operations from day one. 
 
Come see who we are at: https://www.assaabloy.com/group/en/about-us

 

Our team is growing and there has never been a more exciting time to join us!

 
What would you do as our Customer Care Supervisor?
You will oversee Customer Care Representatives, Estimators and Order Processors while working closely with the Customer Success Manager. You will also assist with sales performance metrics and supervise the entire sales administration process, leading and motivating the team to achieve goals and exceed customer expectations.  
 

You will also:

• Oversee and manage the timely processing of all customer orders to ensure efficiency and accuracy.
• Collaborate with the Customer Service team to enhance customer satisfaction and address inquiries proactively.
• Maintain clear and proactive communication with customers regarding order issues, concerns, and service levels.
• Work closely with the Customer Success Manager to monitor sales performance and conduct weekly and monthly customer reviews to drive organic growth.
• Develop and refine departmental procedures to improve productivity, quality, and efficiency across the Service Center.
• Manage team schedules, including approving time-off requests and coordinating overtime, ensuring optimal staffing levels without impacting lead times or bookings.
• Assist with technical inquiries and support distributor training sessions in collaboration with the Sales team.
• Lead continuous improvement initiatives, identifying opportunities to optimize processes and enhance service delivery.
• Oversee order scheduling, entry, and shipping, ensuring high-quality products are delivered on time.
• Coordinate the resolution of customer feedback, enhancing order entry accuracy through targeted training and performance reporting.
• Other projects and assignments, as needed.
• Participate in a safe and harmonious working environment.
• Assure compliance with federal, state, local and corporate policies, regulations, AADG programs and policies and the ASSA ABLOY Code of Conduct.

 
The skills and experience you need: 

• High school diploma or GED required; advanced education in Business, Engineering, or Management preferred.
• Minimum of 5 years of related experience in industry sales, customer care, or a relevant industry environment.
• Knowledge or exposure to ERP systems and shipping software a plus.
• Strong creative business writing skills, with excellent verbal communication and presentation skills.
• Ability to analyze data, define problems, and draw valid conclusions, including working with fractions, decimals, and metric measurements.
• Strong teamwork orientation, thriving in a collaborative environment that achieves collective goals.
• Ability to multitask and prioritize projects under tight time deadlines.
• Proficiency in Outlook, Excel, and Word
   

What we offer!
We are passionate about providing amazing opportunities and benefits, so you can continue and progress a lifelong career with us. Here are some highlights of what we have to offer: 

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