Aftersales/Logistics Coordinator

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

PINCH is one of the UK’s most prestigious, creative and successful furniture brands, created by Russell Pinch and Oona Bannon. Since 2004 we have been designing and distributing our award winning, contemporary furniture and lighting to a global audience.

We are a company with an uncompromising idea of what makes a perfect piece of furniture and our customers rely on us to deliver impeccable product and personal service. We are looking for a quality literate, detail orientated, energetic individual, who will be instrumental in making sure we provide products that delight and exceed expectations. 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 fulfilment team, to ensure our customers receive their goods in a fast, friendly, considerate and commercially efficient way. This 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 moving from our warehouse to a 3rd party delivery company. Other scenarios are more logistically complex, e.g. large scale install, requiring multi supplier, product type and lead time coordination. As a key supporter of the sales team, the ideal candidate will also have an interest and ability to triage customer queries and convey the intent and passion in our design, making, brand and products.

Key responsibilities include:

  • 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 ensuring 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 status 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.

  • Work with the sales team to resolve customer/product issues in a timely and efficient manner, escalating to leadership as necessary

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

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

  • Share burden of Saturday cover – assume 1 in 4 (Monday in lieu)

Ecommerce management:

  • Daily check on e-comms orders

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

  • Managing stock allocation/dispatch notes/delivery and fulfilment

  • Book courier collections

  • Managing any courier delay issues

  • Manage any courier claims

Key skills required:

  • Detail oriented and highly motivated

  • Quality and luxury literate, interested in design

  • Ability to manage a busy workload, 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: Based at the PINCH studio (Clapham North Art Centre, 26-32 Voltaire Road, London, SW4 6DH) with travel to PINCH shop: 200 Ebury Street, London, SW1W 8UN, as needed.

Line manager: Logistics manager

Hours: Monday to Friday 9am – 6pm with an occasional rotated Saturday cover at the shop.

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

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