Oct 13, 2026

Supply Chain and Customer Operations Coordinator

by Rachel Donath

About Us

Rachel Donath is a premium Australian furniture and interiors house known for considered design, enduring quality and a high touch customer experience.

We have achieved significant growth across Australia, the United States and internationally, serving a diverse mix of private clients, interior designers, architects, property developers, hospitality groups and commercial projects.

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

We are looking for a highly organised, proactive and detail oriented Supply Chain & Customer Operations Coordinator to join our team and help ensure our supply chain, delivery communications, claims and returns processes run smoothly and efficiently.

About the Role

This is a hands on operational coordination role within a growing premium furniture and interiors business.

Reporting to the Head of Operations, you will be responsible for purchase order expediting, supplier follow up, delivery tracking, delayed order management and customer communication, as well as the administration of claims and returns.

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

You will be expected to take initiative, anticipate problems before they escalate, communicate confidently with suppliers and customers, and follow every outstanding issue through to completion.

We are looking for someone who takes ownership, maintains accurate information and ensures nothing falls through the cracks.

You will be responsible for:

Managing purchase order expediting and supplier follow up.
Maintaining accurate delivery dates and supply chain information in Cin7.
Monitoring delayed SKUs and identifying affected customer orders.
Proactively communicating delivery delays and changes directly to customers.
Discussing delivery options and negotiating suitable customer solutions within agreed guidelines.
Managing claims and returns administration from initial receipt through to closure.
Maintaining accurate records, tracking outstanding actions and escalating issues appropriately.
Providing clear reporting and visibility across purchase orders, delayed orders, claims and returns.

Key Responsibilities

Purchase Orders & Supplier Coordination

Review all open purchase orders in Cin7 at least weekly.
Prepare and send weekly open-order reports to suppliers by the agreed deadline.
Proactively follow up with suppliers to confirm production status, cargo-ready dates and shipping schedules.
Monitor supplier and freight forwarder correspondence for delivery changes, delays and potential supply risks.
Maintain accurate, confirmed estimated times of departure (ETDs) and estimated times of arrival (ETAs) in Cin7.
Update delivery dates in Cin7 within one business day of receiving a confirmed change.
Identify overdue purchase orders, missing supplier updates and changes to previously confirmed delivery commitments.
Maintain a clear exception report showing overdue orders, outstanding supplier actions and orders requiring attention.
Escalate significant delays, supply risks and unresolved supplier issues to the Head of Operations.

Delayed Order Management & Customer Communication

Monitor delayed SKUs and maintain visibility across all known and potential stock delays.
Identify all customer orders affected by delayed SKUs or changes to expected delivery dates.
Maintain an accurate, up to date record of affected orders, customers, revised ETAs and outstanding actions.
Take direct ownership of communicating delays to affected customers, rather than relying on Customer Service or Account Managers to provide updates.
Proactively contact customers when a material delay is identified, clearly explaining the revised delivery timeframe and any implications for their order.
Notify customers whenever confirmed delivery dates change and provide timely updates as new information becomes available.
Liaise with suppliers, Logistics and the Head of Operations to confirm accurate delivery information before communicating with customers.
Discuss available options directly with customers and negotiate suitable solutions within agreed business guidelines. These may include waiting for stock, splitting an order or considering alternatives where available.
Follow up with customers to confirm agreed solutions, commitments and next steps.
Take ownership of delayed orders through to resolution, ensuring every order has a clear status, next action and follow up plan.
Record customer communications, agreed solutions, revised delivery commitments and outstanding actions in the relevant system.
Escalate complex complaints, disputed situations and requests for discounts, compensation, refunds or other commercial exceptions requiring management approval.
Ensure customers receive consistent, proactive and considered communication throughout the delay.

Claims & Returns Administration

Manage the administration of claims and returns from initial receipt through to closure.
Record new claims and acknowledge receipt within one business day.
Check that each claim includes all required information, photographs and supporting evidence.
Coordinate approved return authorisations, collections and transport arrangements.
Communicate with customers, warehouses, carriers and suppliers throughout the claims process.
Reconcile returned stock against approved return records within two business days of receipt.
Identify and escalate discrepancies between approved returns and goods received.
Coordinate approved replacements, credits and other agreed resolutions.
Follow up with suppliers, freight providers and warehouses to recover costs associated with approved claims.
Maintain accurate records of claim status, ownership, next actions and outstanding tasks.
Review all open claims at least weekly and follow up on overdue actions.
Track claim volumes, common causes, ageing and resolution times.
Escalate disputed claims and decisions requiring management approval.

Systems, Reporting & Administration

Maintain accurate purchase order, delivery and stock related information in Cin7.
Ensure supplier updates, delayed orders, customer communications, claims and returns are recorded appropriately.
Maintain exception reports covering overdue purchase orders, missing supplier updates, changed delivery dates and outstanding actions.
Identify customer sales orders affected by material delivery changes within one business day.
Ensure affected customers are contacted directly and relevant internal teams are kept informed.
Provide regular updates to the Head of Operations on supply chain risks, delayed orders, open claims and outstanding issues.
Identify recurring problems, process gaps and opportunities to improve operational efficiency.
Maintain clear records and document key processes to support consistency and coverage during periods of leave.

Workflow Management & Accountability

Check for new supplier updates, delivery changes and delayed SKUs as part of the daily workflow.
Prioritise time-sensitive supplier follow ups, customer communications and outstanding claims.
Monitor customer commitments and ensure agreed actions are completed.
Maintain clear ownership of every outstanding issue, with a documented status and next action.
Complete weekly purchase order and claims reviews.
Escalate urgent issues promptly and provide a clear handover for matters requiring attention outside working hours.
Work collaboratively with Operations / Logistics, Customer Service, Sales and Account Management to ensure accurate information and a consistent customer experience.

Performance & Continuous Improvement

Ensure 100% of open purchase orders are reviewed weekly.
Issue supplier reports by the agreed weekly deadline.
Update confirmed ETD and ETA changes in Cin7 within one business day.
Identify affected customer orders within one business day of a material delivery change.
Notify affected customers of material delays within one business day of identifying the impact.
Update customers within one business day of receiving a confirmed change to their expected delivery date.
Ensure every delayed order has a documented communication history, clear status and next action.
Record and acknowledge new claims within one business day.
Reconcile approved inbound returns within two business days of receipt.
Review open claims at least weekly, with zero claims lacking an assigned owner or next action.
Identify recurring issues and recommend improvements to supplier follow-up, delivery visibility, claims management and customer communication.

About You

You are a highly organised and proactive operations professional who takes pride in keeping things running smoothly and ensuring every detail is accounted for.

You are naturally solutions focused, comfortable managing competing priorities and confident communicating with suppliers, logistics partners and customers.

You understand that when a delivery is delayed, customers need more than an update. They need clear information, practical options and someone who takes responsibility for seeing the issue through.

You are comfortable having direct conversations with customers, managing expectations and negotiating suitable outcomes while understanding when a decision needs management approval.

You are disciplined in your follow up, accurate with systems and records, and motivated by bringing structure, clarity and accountability to a growing business.

You are someone who:

Takes ownership and follows tasks through to completion.
Is proactive in identifying problems rather than waiting for someone else to flag them.
Communicates clearly, professionally and confidently with suppliers and customers.
Can manage sensitive customer conversations with empathy and commercial awareness.
Is comfortable negotiating practical solutions within agreed guidelines.
Is highly organised and detail-oriented, with strong follow-up habits.
Can manage multiple open tasks without losing sight of priorities.
Is confident working with systems, reports and operational data.
Understands the importance of accurate inventory and delivery information.
Knows when to resolve an issue independently and when to escalate it.
Enjoys improving processes and creating more efficient ways of working.
Works collaboratively across teams while maintaining clear accountability.
Has a genuine appreciation for premium products and a high-touch customer experience.

The ideal candidate will have:

Previous experience in supply chain coordination, purchasing, logistics, customer operations or a similar role.
Experience managing purchase orders and following up with suppliers.
Strong administrative and organisational skills.
Experience communicating directly with customers about delivery issues, delays or order changes.
Confidence managing customer expectations and negotiating practical solutions.
Experience handling claims, returns, replacements or credits.
Strong attention to detail and experience maintaining accurate system records.
Cin7 experience highly regarded as is Hubspot.
Strong written and verbal communication skills.
Excellent follow up, prioritisation and problem solving skills.
A proactive, accountable and solutions focused approach.

What We Offer

The opportunity to join a growing Australian furniture and interiors brand.
A role with clear ownership and the opportunity to make a tangible impact on the customer experience.
The opportunity to work closely with the Head of Operations and collaborate across the wider business.
A supportive team environment that values initiative, accountability and continuous improvement.
The opportunity to improve systems, processes and ways of working as the business grows.
A permanent full time or part time position, with weekday hours and flexibility to agree on a suitable working arrangement.
The opportunity to contribute to the operational foundations of an ambitious, growing design business.

To Apply

Please send your CV and a cover note outlining your relevant experience and why you would be a great fit for Rachel Donath to careers@racheldonath.com.