Supply Planning & Customer Service Manager
About The Position
The Supply Planning and Customer Service Manager leads Customer Service operations and supports supply planning for the National Hardware business unit. Reporting to the Sr. Manager, Supply Chain, the role is the primary liaison among customers, Customer Service, Sales, Operations, and Supply, helping ensure order fulfillment, inventory visibility, customer satisfaction, and operational execution. The position leads four Customer Service and Supply professionals and coordinates inventory planning, reporting, new product supply, EDI initiatives, ERP implementation activities, and process improvement projects. The role translates business requirements into operational execution while maintaining service, inventory, and customer experience objectives. It is hybrid, based in Lake Forest, California, with onsite work Tuesday through Thursday.
Requirements
- At least 7 years of progressive experience in supply chain, customer service, operations, or related business functions.
- At least 3 years of experience directly managing teams of four or more employees.
- Experience leading cross-functional projects and driving operational improvements.
- 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 a customer-focused mindset.
Nice To Haves
- Bachelor's degree in Business Administration, Operations Management, Logistics, or a related field preferred.
- APICS CPIM, CSCP, or equivalent certification.
- Experience in manufacturing, consumer products, distribution, or related industries.
Responsibilities
- Lead daily customer service operations, including timely and accurate order processing, issue resolution, and customer communications.
- Establish and maintain service standards that enhance customer satisfaction and operational excellence.
- Manage escalated customer concerns and collaborate across functions to develop and implement solutions.
- Develop customer service strategies, metrics, and processes that support business growth and customer retention.
- Analyze customer service performance metrics and identify process improvement and efficiency opportunities.
- Support inventory planning and replenishment with Demand Planning to meet customer demand and business objectives.
- Monitor 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 affecting customer service, inventory availability, or order fulfillment, and support mitigation plans.
- Support annual planning 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 aligned with organizational goals.
- Create executive-level reporting, dashboards, presentations, and performance reviews.
- Use 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 four direct reports; set performance expectations and promote accountability.
- Conduct performance management, talent development, and succession planning activities.
- Foster collaboration, innovation, continuous improvement, and customer focus; support employee engagement and a positive team environment.
- Provide ongoing mentoring and professional development opportunities.
Benefits
- 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 coverage 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
