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