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.

Success in this role requires strong organizational skills, a positive attitude, and strong problem-solving ability in a fast-paced environment.

Primary Duties and Responsibilities

(30%) 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

(30%) Supply Chain Activities:

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

(30%) 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

(10%) Warranty Processing:

• Review and process warranty claims
• Coordinate 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 Profile

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

Work Environment:

Office environment with regular computer and communication usage.

Pay Range: $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 review of compensation ranges and therefore reserves the right to alter this range at any given time. 

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

ASSA ABLOY is an Equal Employment Opportunity.

We are the ASSA ABLOY Group
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.