About ASD Lighting
At ASD Lighting, we believe great service is our biggest competitive advantage.
We are a fast-growing manufacturer and distributor of commercial and residential LED lighting products, serving distributors across North America. Our mission is simple: make doing business with us easy through outstanding products, fast response times, and exceptional customer support.
As our business continues to grow, we're investing heavily in automation, AI, and technology—not to replace people, but to allow our team to focus on work that creates real value for our customers.
The Opportunity
This is not a traditional customer service management position.
We're looking for a leader who wants to build the next generation of customer service.
Over the past few years, we've automated many routine tasks, giving our team significantly more capacity. Our goal now is to transform Customer Service from a reactive department into a proactive business partner that helps customers succeed and supports company growth.
You'll have the opportunity to redesign processes, develop your team, introduce new initiatives, and create a department that customers genuinely enjoy working with.
If you're excited about improving systems, coaching people, using technology to your advantage, and constantly asking "How can we serve customers better?", we'd love to meet you.
What You'll Do
- Lead, coach, and develop the Customer Service team.
- Create a high-performance culture focused on accountability, ownership, and continuous improvement.
- Redesign customer service processes to improve efficiency and customer experience.
- Identify opportunities to automate repetitive work and leverage AI tools.
- Turn available team capacity into proactive customer outreach and relationship building.
- Work closely with Sales, Operations, Logistics, Finance, and Product Management.
- Monitor KPIs and implement improvements based on data.
- Handle escalated customer situations professionally and effectively.
- Build procedures, documentation, and training programs that support long-term growth.
- Foster a culture where solving customer problems is only the beginning—we actively help customers succeed.
What Success Looks Like
Within your first year, you'll help us:
- Transform Customer Service into a proactive organization.
- Improve customer satisfaction and retention.
- Increase efficiency through technology and automation.
- Develop a team that consistently exceeds customer expectations.
- Create measurable initiatives that contribute to sales growth.
- Build a department recognized internally as a strategic business partner.
Qualifications
- 5+ years of leadership experience in Customer Service, Customer Success, Operations, or a related field.
- Experience managing and developing teams.
- Strong process improvement mindset.
- Comfortable working with KPIs and performance metrics.
- Excellent communication and leadership skills.
- Experience implementing new technologies or automation tools is highly desirable.
- Ability to lead change and gain buy-in from teams.
- Strong analytical and problem-solving abilities.
Nice to Have
- Experience in distribution, manufacturing, or B2B industries.
- Experience with ERP systems (Prophet 21, SAP, NetSuite, or similar).
- Experience with CRM platforms and AI-powered customer service tools.
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
