Supply Chain Coordinator/Customer Service Representative

Job Summary

The primary role of the Supply Chain Coordinator / Customer Service Representative (CSR) is to provide knowledgeable and timely support to customers regarding product, pricing, availability, and order status. This role is responsible for day-to-day order entry, order management, and consumer issue resolution, while delivering a high-quality customer experience through a customer-first approach. The CSR supports retail customers and consumers via phone and email, processes orders accurately, manages warranty claims. This role will be heavily involved in cross-functional collaboration including process documentation and creation of RFI’s to create a better customer experience. Additionally, this role will support supply chain functions and requires a strong understanding of supply chain processes such as purchase order placement, expediting, ASN error resolution, SOP creation, and supply chain metric tracking and communication.

Primary Duties And Responsibilities

• Customer Support (Phone & Email): Respond to customer inquiries via phone and email
• Provide updates on orders, products, and issue resolution
• Document all interactions clearly
• Manage high-volume communication

Supply Chain Activities

• Supply Planning Parameter Maintenance
• Product Life Cycle analysis/execution
• RFI Creation
• Data analytics
• Firm Supply Tracking and Reporting

Order Processing & Management

• Accurately enter, process, and track retail customer orders
• Manage order changes, cancellations, backorders, and shipment updates
• Ensure timely fulfillment and resolve discrepancies
• Maintain accurate system records

Warranty Processing

• Review and process warranty claims
• Clock replacements, repairs, or credits
• Communicate claim outcomes to customers

Tools & Systems

• Microsoft Outlook
• Excel
• Teams
• Order management and CRM systems

Customer Interaction & Solutions

• Demonstrate active listening and empathy
• Solve customer issues effectively
• Maintain a customer-first approach
• Handle challenging situations professionally

Teamwork & Collaboration

• Partner with internal teams
• Maintain a positive attitude
• Support process improvements

Education And Experience

• Minimum: 1 year of experience in Supply Chain
• Associate Degree Required
• Preferred but not required: Bachelor’s degree desired, preferably in Operations / Supply Chain / Management / Mathematics / Engineering
• APICS CPIM or CSCP Certification
• 1 – 2 Years experience preferred: Customer service or order processing experience

Required Skills

• Strong organizational skills
• Phone and email customer support experience
• Strong problem-solving ability
• Attention to detail
• Microsoft Office proficiency (Outlook, Excel, Teams)
• Strong communication skills

Pay Range

The pay range for this position is $44,180 to $69,427. This “base salary range” is a reasonable estimate for this position at the time of posting. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, business requirements and geographic location. ASSA ABLOY conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.