Supply Planning & Customer Service Manager

Logistik, försäljning och verksamhet · Leveranskedja och transport · Logistikhantering · Säljverksamhet · Inköp

I korthet

The Supply Planning and Customer Service Manager leads customer service operations and supports supply planning for the National Hardware business unit. This hybrid role in Lake Forest, California, involves managing a team, ensuring order fulfillment, and driving process improvements within supply chain and customer experience objectives.

Ansvarsområden

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.
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.
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.
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.

Krav

Bachelor's degree in Business Administration, Operations Management, Logistics, or a related field preferred.
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.

Önskade kvalifikationer

APICS CPIM, CSCP, or equivalent certifications are considered an asset.

Förmåner

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

Färdigheter

Supply ChainCustomer ServiceInventory ManagementForecastingERPMicrosoft ExcelData Analytics

#Supply Chain#Customer Service#Manager#Planning#Operations#Inventory#Hybrid

Om ASSA ABLOY Group

Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…

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