Supply Planning & Customer Service Manager

Job Summary

The Supply Planning and Customer Service Manager is responsible for leading Customer Service operations and supporting supply planning activities for the National Hardware business unit. Reporting to the Sr. Manager, Supply Chain, this role serves as the primary liaison between customers, Customer Service, Sales, Operations, and Supply to ensure order fulfillment, inventory visibility, customer satisfaction, and operational execution. The position leads a team of four Customer Service and Supply professionals and coordinates inventory planning, reporting, new product supply, EDI initiatives, ERP implementation activities, and process improvement projects. This role is responsible for translating business requirements into operational execution while maintaining service, inventory, and customer experience objectives.

Primary Duties and Responsibilities

Customer Service Management

• Lead daily customer service operations, ensuring timely and accurate order processing, issue resolution, and customer communications.
• Establish and maintain service standards focused on enhancing customer satisfaction and operational excellence.
• Manage escalated customer concerns and collaborate cross-functionally to identify and implement solutions.
• Develop customer service strategies, metrics, and processes that support business growth and customer retention.
• Analyze customer service performance metrics and identify opportunities for process improvement and efficiency gains.

Supply Planning & Inventory Execution

• Support inventory planning and replenishment in partnership with Demand Planning to meet customer demand and business objectives.
• Monitor supply performance indicators including inventory levels, customer fill rates, backorders, and on-time delivery.
• Collaborate with sourcing, manufacturing, logistics, and warehouse teams to ensure continuity of supply and customer fulfillment.

• Identify and escalate supply risks impacting customer service, inventory availability, or order fulfillment, and support mitigation plans.

• Support annual planning processes and strategic initiatives related to inventory optimization and operational efficiency.
• Drive continuous improvement initiatives to reduce costs, improve service levels, and streamline processes.

Business Process & Project Leadership

• Lead cross-functional projects that improve customer experience and supply chain performance.
• Develop and execute departmental and individual goals that are aligned with organizational goals.
• Create executive-level reporting, dashboards, presentations, and performance reviews.
• Utilize data analytics and business insights to support decision-making and operational improvements.
• Identify technology and process enhancements that improve departmental effectiveness.
• Provide Supply Chain leadership coverage for Town Halls, QBRs, executive updates, and key meetings when required.

People Leadership

• Lead, coach, and develop a team of four direct reports.
• Establish clear performance expectations and promote accountability for results.
• Conduct performance management, talent development, and succession planning activities.
• Foster a culture of collaboration, innovation, continuous improvement, and customer focus.
• Support employee engagement initiatives and promote a positive team environment.
• Provide ongoing mentoring and professional development opportunities.

Education and Experience

• Bachelor's degree in Business Administration, Operations Management, Logistics, or a related field preferred.
• APICS CPIM, CSCP, or equivalent certifications are considered an asset.
• 7+ years of progressive experience in supply chain, customer service, operations, or related business functions.
• Minimum 3 years of experience directly managing teams of four or more employees.
• Experience leading cross-functional projects and driving operational improvements.
• Experience within manufacturing, consumer products, distribution, or related industries preferred.
• Strong understanding of supply chain processes, inventory management, forecasting, and customer service operations.
• Proven ability to build relationships and collaborate effectively across functions.
• Strong analytical, problem-solving, and decision-making abilities.
• Advanced proficiency in ERP systems, Microsoft Excel, and reporting tools.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong business acumen and customer-focused mindset.

Work Environment

This position will be hybrid (onsite Tuesday through Thursday) based in Lake Forest, California.

The annual salary for this role is $106,115-$166,753.

The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role.  Benefits and additional compensation offered for this position are

• Paid time off, including sick and vacation days
• 12 paid holidays
• Job-protected leave benefits in accordance with applicable law
• Medical, dental, vision, and life insurance
• Supplemental critical illness, hospital, accident, and indemnity available for purchase
• Health and flexible savings accounts subject to eligibility requirements
• 401(k) plan with employer contributions and matching subject to plan eligibility requirements

All benefits and additional compensation are governed by applicable Company policies and plans as they currently exist and may be amended in the future.

If you require a reasonable accommodation to complete the application process, please contact AAAR.Recruiting@assaabloy.com.

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

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.