Carallon UK
Operations Coordinator
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Job ref: CAR/OPCO/JUL26
Salary: Competitive, depending on experience
Working hours: Full time (37.5 hours per week) or part-time (30 hours over 5 days)
Contract type: Permanent
Location: 272 Gunnersbury Avenue, Chiswick, W4 5QB (Office-based to start with, with the option of working 1 day per week from home after passing probation).
About Us
Carallon is a product research and development company creating industry-leading award-winning products with a clear focus on quality and reliability. Based in London, we specialise in industrial hardware, software design, quality assurance and manufacturing for the entertainment industry, encompassing lighting control, LED video processing and motion control.
We are wholly employee-owned, and a certified B Corp. Working with us means working within a culture that values innovation, quality, supportiveness and flexibility.
Projects our team manufactures and develops for include:
- the Pharos Architectural Control range of lighting control products, used in theme parks and architectural installations worldwide
- the Martin Professional P3 LED Video Wall processors
- the industry-leading Brompton Technology control and processing solution for video walls used in concerts, award shows and television
We divide our time between contracting work and developing our own products in-house for distribution to a huge international client base.
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Job Summary
The Operations Coordinator will be responsible for processing inquiries, purchase orders, RMAs and complaints for key Carallon customers, including Pharos Architectural Controls, Brompton Technology and Harman International. They will provide an excellent level of customer service, have strong communication skills and be comfortable working within a 24-hour response time.
They will use our ERP system NetSuite to ensure order pricing, discounts and product codes are accurate. They will submit orders for review and approval by purchasing, production and finance before sending customer confirmation. By effectively monitoring the order book, they will provide regular customer feedback regarding any updates or delays. After order dispatch, they will send customer invoices and at request of finance management, send customer statements.
They will process customer RMAs and complaints in a timely manner by setting up cases, forwarding to relevant teams, communicating to customers, monitoring, tracking progress and ensuring they are completed and resolved to customers' satisfactory conclusion.
Working with the production manager and planning manager, they will ensure all customer sales orders funnel through into accurate production planning. Together with the purchasing team, they will assist in ensuring there is sufficient material availability for customers' confirmed order requirements.
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These areas of responsibility will generate customer satisfaction and delivery metrics used for weekly and monthly reporting, the operations coordinator will collate and present these within the team and to management. They will report directly to the sales & operational planning manager, working towards continuous process improvements and providing additional support when required.
Key Responsibilities
- Action customer inquiries including quote requests, product availability and lead times
- Process purchase orders and order updates
- Create and distribute customer invoices and account statements
- Process customer complaints, allocate and monitor to satisfactory resolution
- Report on customer service satisfaction and feedback
- Record and report on operational key performance indicators
- Develop, document and implement department process improvements
Essential Requirements
- Two years or more experience in a similar environment
- Customer service experience
- The capacity to apply existing knowledge to problem solving
- Strong communication and interpersonal skills
- Excellent time management and the ability to prioritise
- Proficiency in Office 365, Oracle NetSuite or similar systems
Desirable Extras
- Knowledge of lighting or video technology products and industry
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