Supply Chain and Customer Operations Coordinator

Rachel Donath; Melbourne; Presencial; AUD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Rachel Donath is seeking a highly organised, proactive Supply Chain & Customer Operations Coordinator to join our Melbourne team. Reporting to the Head of Operations, you will own purchase order expediting, supplier follow-up, delivery tracking and claims administration to ensure a premium customer experience.

You will manage delayed orders from identification to resolution, communicate options to customers and collaborate with Logistics, Customer Service and Sales to maintain accurate records

Formación

• Experience in supply chain coordination, purchasing, logistics, customer operations or a similar role.
• Experience managing purchase orders and supplier relationships.
• Strong administration, organisation and problem-solving skills.
• Experience communicating directly with customers about delivery delays or order changes, managing expectations and negotiating solutions.
• Experience with claims, returns, replacements or credits.
• Strong attention to detail and accurate system administration.
• Excellent written and verbal communication and prioritisation skills.
• Cin7 experience highly regarded; HubSpot experience also beneficial.

Responsabilidades

• Review all open purchase orders in Cin7 weekly and issue supplier reports by the agreed deadline.
• Follow up with suppliers and freight forwarders to confirm production status, cargo-ready dates and shipping schedules.
• Monitor overdue orders, missing updates, delivery changes and potential supply risks.
• Maintain accurate ETDs and ETAs in Cin7, updating confirmed changes within one business day.
• Keep clear exception reports and elevate significant delays or unresolved supplier issues.
• Monitor delayed SKUs and identify all affected customer orders.
• Maintain an accurate record of affected customers, revised ETAs, order status and next actions.
• Take direct responsibility for notifying affected customers of material delays and changes to delivery timeframes, rather than relying on Customer Service or Account Managers.
• Liaise with suppliers, Logistics and the Head of Operations to verify delivery information before communicating it.
• Discuss available options and negotiate suitable solutions within agreed guidelines, which may include waiting for stock, splitting an order or considering alternatives.
• Confirm agreed solutions and follow each delayed order through to resolution.
• Record communications, commitments and outstanding actions, and elevate complex complaints or requests for commercial exceptions requiring management approval.
• Administer claims and returns from initial receipt through to closure.
• Acknowledge new claims within one business day and ensure required information, photographs and supporting evidence are provided.
• Coordinate approved return authorisations, collections, transport, replacements and credits.
• Communicate with customers, warehouses, carriers and suppliers throughout the process.
• Reconcile approved returned stock within two business days of receipt and elevate discrepancies.
• Follow up with suppliers and freight providers to recover costs associated with approved claims.
• Review open claims weekly, track ageing and resolution times, and ensure every claim has an owner and next action.

Conocimientos

Supply chain coordination

Purchasing

Logistics

Customer operations

Claims & returns

Cin7 experience

HubSpot experience

Herramientas

Cin7

HubSpot

Descripción del empleo

Rachel Donath is a premium Australian furniture and interiors house known for considered design, enduring quality and a high-touch customer experience. With strong growth across Australia, the United States and internationally, we work with private clients, interior designers, architects, property developers and hospitality and commercial groups.

As we continue to grow, we are strengthening the operational foundations that support an exceptional customer experience at every stage of the order journey.

About the Role

About Rachel Donath

Rachel Donath is a premium Australian furniture and interiors house known for considered design, enduring quality and a high-touch customer experience. With strong growth across Australia, the United States and internationally, we work with private clients, interior designers, architects, property developers and hospitality and commercial groups.

As we continue to grow, we are strengthening the operational foundations that support an exceptional customer experience at every stage of the order journey.

About the Role

We are seeking a highly organised, proactive and detail-oriented Supply Chain & Customer Operations Coordinator to join our team.

Reporting to the Head of Operations, this is a hands-on coordination role responsible for purchase order expediting, supplier follow-up, delivery tracking, delayed order management, customer communication, and claims and returns administration.

A key focus is taking ownership of delayed orders from the moment a delay is identified through to resolution. You will identify affected customers, communicate revised timeframes, discuss available options and negotiate practical solutions within agreed business guidelines.

You will need to anticipate problems, communicate confidently with suppliers and customers, maintain accurate records and ensure nothing falls through the cracks.

Key Responsibilities

Purchase Orders & Supplier Coordination

• Review all open purchase orders in Cin7 weekly and issue supplier reports by the agreed deadline.
• Follow up with suppliers and freight forwarders to confirm production status, cargo-ready dates and shipping schedules.
• Monitor overdue orders, missing updates, delivery changes and potential supply risks.
• Maintain accurate ETDs and ETAs in Cin7, updating confirmed changes within one business day.
• Keep clear exception reports and elevate significant delays or unresolved supplier issues.

Delayed Orders & Customer Communication

• Monitor delayed SKUs and identify all affected customer orders.
• Maintain an accurate record of affected customers, revised ETAs, order status and next actions.
• Take direct responsibility for notifying affected customers of material delays and changes to delivery timeframes, rather than relying on Customer Service or Account Managers.
• Liaise with suppliers, Logistics and the Head of Operations to verify delivery information before communicating it.
• Discuss available options and negotiate suitable solutions within agreed guidelines, which may include waiting for stock, splitting an order or considering alternatives.
• Confirm agreed solutions and follow each delayed order through to resolution.
• Record communications, commitments and outstanding actions, and elevate complex complaints or requests for commercial exceptions requiring management approval.

Claims & Returns

• Administer claims and returns from initial receipt through to closure.
• Acknowledge new claims within one business day and ensure required information, photographs and supporting evidence are provided.
• Coordinate approved return authorisations, collections, transport, replacements and credits.
• Communicate with customers, warehouses, carriers and suppliers throughout the process.
• Reconcile approved returned stock within two business days of receipt and elevate discrepancies.
• Follow up with suppliers and freight providers to recover costs associated with approved claims.
• Review open claims weekly, track ageing and resolution times, and ensure every claim has an owner and next action.

Systems, Reporting & Workflow

• Maintain accurate purchase order, delivery and stock information in Cin7, with relevant supplier updates, customer communications, claims and returns recorded.
• Identify customer orders affected by material delivery changes within one business day and ensure customers are contacted directly.
• Provide regular visibility to the Head of Operations on supply chain risks, delayed orders, claims and outstanding issues.
• Prioritise daily supplier follow-ups, customer communications and claims; track commitments and complete agreed actions.
• Maintain exception reports, clear records and documented processes.
• Identify recurring issues and opportunities to improve operational efficiency.
• Work closely with Operations / Logistics, Customer Service, Sales and Account Management to ensure accurate information and a consistent customer experience.

What Success Looks Like

• All open purchase orders are reviewed weekly and supplier reports are issued on time.
• Confirmed ETD and ETA changes are updated in Cin7 within one business day.
• Affected customer orders are identified and customers notified of material delays within one business day.
• Every delayed order has a documented communication history, clear status and next action.
• New claims are acknowledged within one business day and approved returns reconciled within two business days of receipt.
• Open claims are reviewed weekly, with no claim left without an owner or next action.
• Recurring issues are identified and improvements recommended.

About You

You are a proactive, solutions-focused operations professional who takes pride in keeping things running smoothly and following every detail through. You can manage competing priorities, communicate confidently with suppliers and customers, and understand that customers need more than an update when a delivery is delayed: they need clear information, practical options and someone who takes responsibility.

You are someone who:

• Takes ownership and follows tasks through to completion.
• Identifies problems early and acts before they
• Communicates clearly, professionally and confidently.
• Handles sensitive customer conversations with empathy and commercial awareness.
• Is comfortable negotiating practical solutions within agreed guidelines.
• Is highly organised, detail-oriented and disciplined in follow-up.
• Can manage multiple priorities without losing track of outstanding actions.
• Is confident using systems, reports and operational data.
• Knows when to resolve an issue independently and when to elevate.
• Enjoys improving processes and working collaboratively across teams.
• Appreciates premium products and a high-touch customer experience.

Ideally, you will have:

• Experience in supply chain coordination, purchasing, logistics, customer operations or a similar role.
• Experience managing purchase orders and supplier relationships.
• Strong administration, organisation and problem-solving skills.
• Experience communicating directly with customers about delivery delays or order changes, managing expectations and negotiating solutions.
• Experience with claims, returns, replacements or credits.
• Strong attention to detail and accurate system administration.
• Excellent written and verbal communication and prioritisation skills.
• Cin7 experience highly regarded; HubSpot experience also beneficial.

What We Offer

• The opportunity to join a growing Australian furniture and interiors brand.
• A role with clear ownership and a tangible impact on the customer experience.
• Close collaboration with the Head of Operations and teams across the business.
• A supportive environment that values initiative, accountability and continuous improvement.
• The opportunity to shape and improve systems and processes as the business grows.
• A permanent full-time or part-time position, with weekday hours and flexibility to agree on a suitable working arrangement.