Customer Experience Specialist focusing on order management and logistics tasks for DSM - Firmenich in Brazil. Collaborating with customers and internal teams to ensure service excellence.
About the role
- Retail Support Specialist in home furniture, managing customer communication and order management. Proactively supports studio operations within a hybrid to remote working environment.
Responsibilities
- Respond promptly to general customer and product enquiries
- Create and issue customised invoices for designers and clients
- Manage customer orders from quotation through to delivery, ensuring clear communication at each stage
- Organise and label packages with accurate customer details
- Coordinate sample requests, maintain a materials library, and track popular finishes
- Maintain positive relationships with designers, clients, and repeat customers
- Send purchase orders to factories and suppliers, confirm production details, and follow up on ETAs
- Update Shopify with accurate order statuses and ETA estimates
- Track shipments and ensure all documentation (invoices, packing labels, photos) are correctly filed
- Liaise with freight forwarders, couriers, and logistics partners to ensure on-time deliveries
- Monitor and reorder packaging or shipping supplies when needed
- Create templates for invoices, quotations, and workflow documentation
- Develop and maintain internal checklists and SOPs to streamline daily operations
- Identify and implement process improvements to simplify communication between departments
- Assist with building and maintaining the product library (SKUs, specs, pricing, materials)
- Maintain accurate digital filing and naming conventions for all projects and suppliers
- Manage and update CRM records with new leads, follow-ups, and sales outcomes
- Research new trade, hospitality, or retail opportunities aligned with the brand
- Maintain a contact list of designers, studios, and potential collaborators
- Track sales performance and help prepare monthly reports or insights
- Support new product launches by coordinating backend setup, timelines, and materials
- Identify inefficiencies in workflow and propose automation or template solutions
- Conduct cost-comparison research for freight, suppliers, and production methods
- Collaborate with management on improving order-to-delivery timelines and customer satisfaction
- Participate in strategic planning sessions, contributing ideas for scaling operations and marketing reach
Requirements
- 2–3 years of experience in a design, home furniture retail, or manufacturing environment
- Familiarity with Shopify, Xero, Google Workspace, or similar tools
- Basic understanding of e-commerce systems and workflow optimisation
- Positive, can-do attitude with a proactive mindset
- High attention to detail and consistency
- Must have experience in home furnitures retail, interior design, or other similar environment
Benefits
- Fixed Dayshift and weekends off
- Remote setup after training
- Proactive work environment that encourages professional growth
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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