Aftersales Coordinator

We are looking for an experienced Aftersales Coordinator to join our team.

PINCH is a British furniture design brand, created by Russell Pinch and Oona Bannon. Since 2004 we have been designing genre defining, contemporary furniture and lighting, and are now offering a procurement role in one of the UK’s most creative and successful furniture brands.

The PINCH customer base spans public, interior design, and contract clients, as well as a select number of leading international design stores who represent us globally. We sell from an extensive held stock collection, with a large proportion of made to order pieces, including many customised designs and bespoke projects, passing through our studio. Everyone in our business is required to be a dynamic thinker, motivated by a desire to do things well, and a drive to work supportively together, whilst enjoying the process and growing in their own capabilities with us.

Our ambition for our business is that our reputation is based on our service standards and customer experience, as much as our award-winning designs and quality of making.

This role is critical to delivering a positive customer experience, and will require a close working and collaborative relationship with all members of our internal sales team and procurement team, to ensure our customers receive their goods in a fast, friendly, considerate and commercially efficient way. This is a shop-based role and will require a highly organised individual to manage workload on fulfilment and delivery of our sales, planned a fortnight ahead with strong logistical management in order to spin multiple plates and production schedules simultaneously. Some of our fulfilment will be straight forward; stocked, boxed goods in warehouse heading to a 3rd party delivery company. Other scenarios are more logistically complex, eg large scale install, requiring multi supplier, product type and lead time co-ordination. As an active participant of the sales team, the ideal candidate will also be comfortable on the shop floor where required, with an interest and ability to triage customer queries and convey the intent and passion in our design, making, brand and products.

Tasks:

  • Arrange and communicate customer deliveries and install

  • Liaise with customers in relation to outstanding balance payments, managing release of goods, scheduling convenient timings

  • Keep the sales team member in the loop regarding any delays/ completion

  • Ensure effective internal communication and accurate system records

  • Work to ensure sold stock is dispatched within a 7 day period

  • Anticipate and flag stock level issues in good time where stock goods have been sold

  • Liaise on live order lead times with multiple key suppliers on a regular rotation and keep SO info updated

  • Anticipate and arrange component part inter deliveries to multiple locations when goods require assembly or consolidation

  • Approach organisation in a commercially minded manner

  • Order and manage stock of any crates were appropriate

  • Maintain a strong awareness of stock control and movement

  • Ensure shipping costs come within budget/ flag/update sales records accordingly

  • Drive efficiencies in grouping delivery from locations

  • Liaise with external companies regarding packaging and shipping, organising deliveries and installations for local and international clients

  • Research and set up relationships with new delivery companies where we have holes

  • Manage dispatch notes/packing slips

  • Liaise with warehouse on stock outgoing activities

  • Update sales to completed in the system once delivery notes are in/ chase delivery notes

  • Log and address any repeat issues with warehouse fulfilment to improve service if needed

  • Cover the sales and procurement team during holidays/absence/busy periods in producing quotations, purchase orders and invoices/stocking goods

  • Share responsibility to open up / close up shops with rest of team

  • Share responsibility to keep shops well presented

  • Ensure shop stock levels are maintained and bring goods in from warehouse when low


E-commerce Management

  • Daily check on e-commerce orders

  • Double check on details coming through to inventory system/ auto sales record

  • Managing stock allocation/ dispatch notes/ delivery and fulfilment

  • Book DPD collections

  • Managing any DPD delay issues

  • Manage any DPD claims

Key skills:

  • Detail-oriented and highly motivated

  • Quality and luxury literate, interested in design

  • Ability to manage a busy work load, working to tight deadlines

  • Numerically strong

  • Comfortable using Inventory and Retail Management Systems

  • Understand principles of profitability and warehousing efficiencies

  • Exposure to furniture production/retail a strong benefit

  • Understand of production flow a strong benefit

  • Excellent verbal and written communication skills

  • Socially warm and confident, with a desire to be helpful

  • Fluent in English, both spoken and written

  • Enthusiastic, bright and willing to get hands dirty

  • Apple Mac and Microsoft office proficient

Location:

Shop based/The Pimlico Road

Some studio-based work may be required

Line Manager:

Frankie Knight (Procurement and Logistics manager)


Hours: Monday to Friday 9am – 6pm

1 in 4 Saturdays servicing the shop (current Saturday hours 10 – 4, which might increase to 10 – 5pm)


To apply for this role please email [email protected] with your CV and a cover letter explaining why you think you and your experience would make a great addition to our team.

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