Production and Delivery Coordinator

We are looking for someone to join our dynamic team of passionate, creative, and hard-working individuals dedicated to creating beautiful, sustainable furniture collections that customers will treasure. We create luxury furniture of outstanding quality that our customers will treasure for a lifetime, with sustainability and thoughtfulness for the environment at the heart of all we do. This is a part time role that can be home based but it will require visits to our workshops in the UK. It will cover our 2 core markets (UK and USA). We need someone who has availability Monday - Friday. The hours are flexible and we think we will initially need someone for 3-4 hours a day but this will likely increase as our orders grow.

**Role Summary**:
As a key member of our team, the Production and Delivery Coordinator ensures a seamless customer journey from order placement to delivery and after sales care. You are a mature, experienced, confident people-person and you have an unyielding commitment to quality and detail. You will coordinate with internal teams, fabric houses, and manufacturers, logistics and deliveries partners guaranteeing exceptional customer service and efficiency in production processes. You will be responsible for ensuring that all documentation is supplied for exports ensuring that each customer experiences a fantastic post sales service. After each delivery is completed you will proactively contact every customer requesting feedback on our service. We are looking for someone who is used to proactively problem solving and resolves future issues at the root cause.

**Key Responsibilities**:
Customer Facing
- Introduce and look after all customers from a post sales perspective - communicate timelines, order requirements and processes
- Flag and communicate any problems that might affect the order to customers and Manufacturers (e.g. fabric stock shortages)
- Co-ordinating deliveries once items are nearing completion - identifying suitable dates, confirming this with delivery partners and manufacturers, collecting balance payments. Updating the information when payments have been collected to finance
- Booking in all deliveries with delivery partners (UK and the US), updating customers accordingly
- Handle all post sale customer deliveries and queries efficiently. A proactive approach with empathy and diplomacy is required, especially during manufacturing delays.
- Informing Sales and Customer Services teams of manufacturing issues requiring their attention.
- Lead on the customer review process (trustpilot)
- Resolving all complaints quickly and efficiently, flagging to senior management any changes we need to make to avoid them repeating

Production / Logistics / Finance Facing
- Raise and Manage Purchase orders for Furniture
- Raise and manage purchase orders for Fabric
- Monitor order status and completion dates with suppliers
- Liaise with fabric houses, source and order fabrics.
- Liaise with logistics and delivery partners (e.g. UPS, Fedex, DHL and final mile providers)
- Handle all queries related to production, delivery and exports.
- Update notes and stages within our CRM system.
- Prepare weekly reports highlighting production status, delays on customer orders
- Integrate with and identify opportunities for efficiency improvements by working closely with sales and customer service teams
- Participate in stock planning and production meetings, delivering against actions
- Preparing marketing / stock orders
- Signing off and quality checking all UK orders that leave our Workshops (in person in Long Eaton and remotely in with other manufacturers including the USA). This will include checking cushion fill, cushion style, fabric stitching, packaging.

Finance Tasks
- Track purchase orders (Manufacturer and fabric) against each sales invoice

**Skills, Qualities, and Experience**:

- A real people person, someone who relishes solving problems
- Confident, friendly and professional telephone manner.
- Fast learner, proficiency with technology platforms, including Google Sheets, Excel, CRM systems, ticketing systems and invoicing platforms (e.g. Xero)
- Excellent written and verbal communication skills.
- Takes complete ownership of the post sales activities. Ensure that all orders are meticulously reviewed, with an extraordinary attention to detail to spot even the minutest customer order mismatches
- Highly organised, able to manage high volumes and prioritise effectively.
- Ability to solve problems creatively and take initiative to ensure 100% customer satisfaction.
- Ambitious and motivated for long-term growth within the company.
- Prior experience in a similar role is a big PLUS**.**

**Job Types**: Part-time, Temp to perm, Freelance
Contract length: 3 months

Pay: £12.00-£15.00 per hour

Expected hours: No less than 15 per week

Additional pay:

- Performance bonus

**Benefits**:

- Casual dress
- Employee discount
- Flexitime
- Store discount
- Work from home

Schedule:

- Day shift
- M