Job Description
About Liang & Eimil
Liang & Eimil is an internationally recognised luxury furniture brand supplying interior designers, retailers, and property professionals across the UK and global markets. Our collections are specified across residential developments, hospitality environments, and high-end private homes, making reliability, coordination, and service quality essential to our customer experience.
We work closely with trade clients throughout the full project lifecycle — from sampling and specification through to delivery coordination and after-sales support — and pride ourselves on combining design-led products with responsive operational service.
This role sits at the heart of that experience, helping ensure deliveries run smoothly, service issues are resolved efficiently, and our customers receive the professional support expected from a premium interiors brand.
About the Role
We are looking for a proactive Customer Service & Operations Coordinator to support our trade customers throughout the post-order journey, ensuring deliveries, collections, replacements, and service requests are handled efficiently and professionally.
This role sits at the centre of our customer experience operation and works closely with the warehouse, suppliers, logistics partners, and sales team to coordinate fulfilment activities, resolve customer claims, manage sample dispatch, and maintain clear delivery communication.
You will also provide cover for the Sales Support function when required, helping ensure continuity of service across the customer journey.
Key Responsibilities
* Manage customer service enquiries relating to deliveries, claims, damages, returns, replacements, and spare parts, coordinating with warehouse teams, suppliers, and delivery partners to ensure timely resolution
* Coordinate customer deliveries and collections, confirming delivery dates, site access requirements, shipment updates, POD requests, and related documentation
* Arrange return collections, replacement shipments, and spare-part dispatch while maintaining visibility of service timelines
* Process and dispatch fabric swatches, finish samples, and brochures, maintaining accurate sample stock levels and coordinating replenishment where required
* Act as a key liaison between customers, warehouse, logistics partners, and the sales team to ensure clear communication and smooth resolution of service requests
* Assist sales tram on processing orders and reply customer enquiries when it is needed.
What success looks like: customers receive timely updates without needing to chase, deliveries and collections run smoothly, claims and replacements are resolved efficiently, samples are dispatched promptly, and internal teams remain aligned to deliver a consistent, high-quality customer experience.
What We’re Looking For
* Experience in a B2B customer service or operations coordination role in furnitute sector.
* Confidence managing delivery enquiries, returns, claims, or replacements.
* Experience using ERP or order management systems
* Experience working with trade customers, interior designers, or project-based clients.
* Familiarity with coordinating carriers, collections, or delivery scheduling.
* Strong organisational skills with the ability to manage multiple priorities.
* Excellent communication skills when working with customers and internal teams.
* High attention to detail and problem-solving ability.j