Sales and Customer Service Coordinator (Hybrid – Melbourne)

by Rachel Donath

Sales & Customer Service Coordinator (Hybrid – Melbourne)

Rachel Donath is a premium Australian furniture and design house known for timeless, artful collections that blend contemporary form with storied character. We are seeking a dedicated Sales & Customer Service Coordinator to join our growing team and deliver exceptional experiences for both retail and trade clients.

About the Role

This is a pivotal opportunity to be part of a fast-growing design brand, supporting the full customer journey from enquiry to delivery. The role spans customer service, sales support, logistics coordination, and trade account assistance, ensuring each client receives a premium and seamless experience. Based in Melbourne (hybrid work model), this full-time role reports to the Sales & Operations Manager.

Roles & Responsibilities

As Sales & Customer Service Coordinator, you will play a central role in ensuring a seamless customer and trade experience. This role is critical in ensuring smooth BAU activity whilst the business is in a period of exciting growth.

Your responsibilities include:

Customer Service & Sales Support

  • Triage shared inbox communications and answer incoming calls.
  • Manage customer enquiries in a timely and professional manner, providing additional product information and identifying sales opportunities.
  • Prepare customer quotes and follow up proactively.
  • Deliver exceptional care in managing shipping delays, order updates, and general customer concerns.
  • Oversee returns, exchanges, and claims, ensuring efficient resolution and customer satisfaction.
  • Collate and maintain a customer claims register, supporting the Production Manager through the factory claims process.
  • Process stock adjustments for returns, exchanges, faulty products, and marketing allocations.
  • Send samples to customers and follow up to convert interest into sales.

Order Fulfilment & Logistics

  • Coordinate customer order fulfilment through AU and US 3PL partners, ensuring timely and efficient delivery.
  • Track customer orders and work closely with 3PL providers to resolve customs or logistics issues.
  • Assist with booking freight through 3PL partners.
  • Manage 3PL returns allocations to maintain accuracy and efficiency.
  • Process stock adjustments in Cin7 and Spiffy to ensure accurate inventory tracking.

Wholesale & Trade Support

  • Convert wholesaler purchase orders (POs) into invoices and manage the end-to-end order process.
  • Ensure timely payment wholesaler and trade accounts.
  • Support wholesalers with order delivery, claims management, and returns.
  • Maintain and update website stock dates across both trade and Shopify accounts.
  • Provide wholesaler stock feed reporting to ensure transparency and alignment.
  • Manage customer service claims for wholesalers with efficiency and professionalism.

Reporting & Administration

  • Provide regular monthly sales reports and insights to management.
  • Support the Operations Manager with forecasting and stock planning.
  • Provide administrative support for Business Development Managers (BDMs).
  • Share triaged inbox communications and key updates with Rachel and senior team members.

Brand Representation

  • Communicate in line with Rachel Donath’s brand tone: warm, professional, elevated.
  • Share the brand story and values confidently with customers and partners.
  • Contribute to creating an exceptional end-to-end client experience.

About You

You’re organised, proactive, and solutions-focused with a strong service ethic and a passion for interiors. You thrive in a fast-paced environment and bring genuine care and attention to every detail.

You bring:

  • 5+ years’ experience in customer service, sales coordination or account management
  • Experience in luxury retail industry (desirable)
  • Familiarity working with trade clients such as designers, architects, or retailers
  • A high level of autonomy, accountability, and attention to detail
  • Excellent written and verbal communication skills
  • Tech fluency particularly with Cin7, CRM platforms, Microsoft Office/Google Suite, and Shopify
  • A love for design, craftsmanship and creating elevated customer experiences

What We Offer

  • A collaborative and creative team culture
  • A hybrid role offering flexibility and variety
  • The opportunity to work with a globally recognised Australian design brand
  • Hands-on involvement in a high-growth phase of the business
  • Beautiful, thoughtfully crafted products and access to inspiring clients and creatives
  • Staff discounts and professional development opportunities

Measures of Success

  • Timely, accurate order processing and follow-through
  • Exceptional client feedback and repeat business
  • Contribution to sales growth and operational efficiency
  • Strong alignment with the Rachel Donath brand and customer promise

To ApplyPlease send your CV and a cover note telling us why you’re the right fit for Rachel Donath to careers@racheldonath.com.

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