OPERATIONS COORDINATOR - JOB SPECIFICATION Company: Brand McKenzie Limited Location: Borehamwood Working Hours: 9:00 AM 5:30 PM (37.5 hour week, Monday to Friday) Holiday Entitlement: 20 days' annual leave (plus bank holidays) Salary: Competitive, based on experience About Us Brand McKenzie Limited is a creative and dynamic wallpaper company known for its bold, artistic, and unique designs. We supply high-end wallpapers to clients both in the UK and internationally. As our business continues to grow and we expand our product portfolio, we are seeking an experienced and strategic Operations Coordinator to lead our administrative functions and support our business expansion. Job Overview We are looking for a highly organised, proactive, and self-motivated Operations Coordinator to oversee and optimise our day-to-day operations. This role goes beyond traditional administration, requiring someone who can think strategically, improve processes, manage systems, and coordinate multiple priorities simultaneously. The ideal candidate will take ownership of order management, logistics coordination, customer service excellence, and operational efficiency while supporting the Directors with key business activities. Key Responsibilities Operations & Order Management Oversee the complete order lifecycle from receipt to delivery, ensuring accuracy, efficiency, and exceptional customer service Implement and maintain systems to track orders, stock levels, shipments, and customer interactions Identify opportunities to streamline processes and improve operational efficiency Generate regular reports on order volumes, delivery performance, and operational metrics Manage relationships with key customers, addressing complex queries and resolving issues proactively Logistics & Supply Chain Coordination Coordinate and optimise national and international shipments, ensuring compliance with all regulatory requirements Negotiate with couriers and freight companies to secure competitive rates and reliable service Manage customs documentation, export paperwork, and international shipping protocols Track shipments, anticipate potential delays, and implement contingency plans Maintain relationships with logistics partners and evaluate service performance Sample Management & Distribution Oversee the sample distribution programme, ensuring timely and accurate dispatch to customers, stockists, interior designers, and press contacts Maintain optimal sample stock levels and coordinate with production for sample preparation Develop and implement systems to track sample requests and measure conversion rates Support marketing initiatives through efficient sample coordination Customer Service & Account Management Serve as the primary point of contact for customer inquiries, providing expert product knowledge and support Build and maintain strong relationships with key accounts, stockists, and trade customers Handle escalated customer concerns with professionalism and effective problem-solving Collaborate with the sales team to support customer retention and business development Administrative Leadership Manage all incoming and outgoing correspondence, prioritising and delegating as appropriate Maintain comprehensive filing systems, databases, and operational documentation Support invoicing processes, purchase order management, and basic financial administration Coordinate with the finance team on accounts receivable follow-up and credit control Assist Directors with project coordination, research, and strategic administrative tasks Manage office operations including supplies, equipment, and vendor relationships Support team coordination and potentially supervise junior administrative staff as the business grows Requirements & Skills Essential Minimum 3 years' experience in an operations, administrative, or coordination role, ideally within creative, retail, or manufacturing sectors Proven track record of process improvement and operational efficiency gains Exceptional organisational skills with the ability to manage multiple complex priorities Strong analytical and problem-solving abilities Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook) Experience with order management systems and CRM platforms Excellent written and verbal communication skills with the ability to represent the company professionally Understanding of international shipping, customs procedures, and logistics coordination Self-starter with the ability to work autonomously and take initiative High attention to detail with a quality-focused mindset Desirable Experience with accounting software (Xero, QuickBooks, Sage) Knowledge of the interior design, home décor, or creative industries Experience coordinating e-commerce operations Basic financial administration or bookkeeping experience Project management skills or certification Previous experience managing or mentoring junior staff What We Offer A friendly, creative, and collaborative working environment Opportunity to play a key role in a growing brand with a unique product offering Competitive salary based on experience Enhanced holiday entitlement Professional development opportunities The chance to shape operational processes and grow with the company Potential for role progression as the business expands How to Apply If you are an experienced operations professional with a passion for efficiency, excellence, and creative industries, we would love to hear from you. Please submit your CV and a cover letter outlining your relevant experience and why you're interested in this role. Brand McKenzie Limited is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.