Job Description
ZigZag is looking for a Customer Service and Operations Coordinator (Interior Design Services) to join our team!
*Monday to Friday, fixed dayshift and weekends off
*Remote
About the role
They are seeking a proactive, detail-driven individual to join our growing design and furniture studio as a Customer & Operations Coordinator. This role supports customer communication, order management, supplier coordination, and studio operations — ensuring a seamless flow between clients, factories, and the internal team. The position offers opportunities to contribute to marketing, sales, and process improvement initiatives as the business expands.
Key Responsibilities
Customer Service & Sales Support
- Respond promptly to general customer and product enquiries.
- Create and issue customised invoices for designers and clients.
- Manage customer orders from quotation through to delivery, ensuring clear communication at each stage.
- Organise and label packages with accurate customer details.
- Coordinate sample requests, maintain a materials library, and track popular finishes.
- Maintain positive relationships with designers, clients, and repeat customers.
Order Management & Factory Coordination
- Send purchase orders to factories and suppliers, confirm production details, and follow up on ETAs.
- Update Shopify with accurate order statuses and ETA estimates.
- Track shipments and ensure all documentation (invoices, packing labels, photos) are correctly filed.
- Liaise with freight forwarders, couriers, and logistics partners to ensure on- time deliveries.
- Monitor and reorder packaging or shipping supplies when needed.
Workflow & System Development
- Create templates for invoices, quotations, and workflow documentation.
- Develop and maintain internal checklists and SOPs to streamline daily operations.
- Identify and implement process improvements to simplify communication between departments.
- Assist with building and maintaining the product library (SKUs, specs, pricing, materials).
- Maintain accurate digital filing and naming conventions for all projects and suppliers.
Sales & Business Growth
- Manage and update CRM records with new leads, follow-ups, and sales outcomes.
- Research new trade, hospitality, or retail opportunities aligned with the brand.
- Maintain a contact list of designers, studios, and potential collaborators.
- Track sales performance and help prepare monthly reports or insights.
- Support new product launches by coordinating backend setup, timelines, and materials.
Strategic Growth &Operations Development
- Identify inefficiencies in workflow and propose automation or template solutions.
- Conduct cost-comparison research for freight, suppliers, and production methods.
- Collaborate with management on improving order-to-delivery timelines and customer satisfaction.
- Participate in strategic planning sessions, contributing ideas for scaling operations and marketing reach.
- Support the development of internal systems, CRM structures, and client- onboarding templates.
Skills & Attributes
- Excellent organisational and multitasking abilities.
- Strong written and verbal communication.
- Familiarity with Shopify, Xero, Google Workspace, or similar tools.
- Positive, can-do attitude with a proactive mindset.
- High attention to detail and consistency.
- Comfortable working in a design-led, fast-paced studio environment.
Preferred Experience
- 2–3 years of experience in a design, retail, or manufacturing environment.
- Exposure to client communication, quoting, and order management.
- Basic understanding of e-commerce systems and workflow optimisation.
- Knowledge of creative industries or design processes is highly valued.
ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.
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