Job Description
Location: South Woodham Ferrers, Essex
Salary: £27,000 - £31,000 (DOE)
Full Time: 8am - 4pm
Holiday: 28 days per annum (including Bank Holidays)
About The Company: M+M Framing is a friendly, dedicated, and ambitious company supplying artists, galleries, publishers, and museums with picture framing solutions. We produce various frames, including conservation framing, bespoke framing, shirt framing, photography framing, contract framing, and canvas stretching. We are currently seeking a highly organised, proactive, and customer-focused Operations Co-ordinator to join our team on a full-time basis.
Role Overview: This role is central to ensuring smooth daily order processing, effective customer communication, and operational support across the business. You will work closely with the Sales and Operations teams, supporting internal reporting needs and external customer service, while also managing daily logistics for incoming and outgoing shipments. The position requires strong attention to detail, excellent communication skills, and confidence using systems such as Xero, WooCommerce, and Microsoft Excel. The ideal candidate will have prior experience in an operations or similar role.
Key Responsibilities
Order Management
* Process all daily incoming and outgoing customer orders through Xero and WooCommerce.
* Manually upload orders on an ad hoc basis.
* Manage all dispatch and shipping logistics, including booking parcels with courier services (DX / TPN).
* Manage communication with third-party logistics providers and couriers.
* Co-ordinate daily shipping schedules and ensure all shipments are correctly booked and dispatched.
* Monitor and track order fulfilment, ensuring on-time dispatch and delivery.
* Process refunds, order amendments, and cancellations promptly.
Customer Service
* Act as the first point of contact for customer queries via email, phone and other platforms.
* Provide timely, professional responses to customer enquiries, particularly regarding order status and delivery queries.
* Resolve daily customer issues, escalating more complex matters to relevant departments when necessary.
Sales and Operations Support
* Support Sales and Production teams by preparing reports and data summaries (primarily in Excel).
* Monitor order trends, delivery metrics, and customer service performance, providing insights to the leadership team.
* Provide administrative support for sales campaigns or promotions as required.
About You
* Must currently hold right to work in the UK.
* Minimum 2 years’ experience in customer service, order management, logistics co-ordination, or operational support.
* Customer-focused approach, committed to providing excellent service.
* Highly organised and efficient, with strong attention to detail.
* Confident communicator with excellent written and verbal communication skills.
* Comfortable managing multiple tasks in a fast-paced environment.
* Strong analytical skills with proficiency in Microsoft Word and Excel.
* Preferred: Previous experience with logistics shipping platforms (training provided).
* Preferred: Experience with Xero and WooCommerce (training provided).
* Preferred: A college or university degree.
Application closing date: 23/05/2025