Customer Service Co-ordinator

Who we are

You might not know our name, but chances are, you’ve chilled out on one of our sofas.

At Whitemeadow, we design and develop trend-leading, commercially driven sofas for some of the biggest names in UK furniture retail. We’re white label, so the products we develop are stocked and branded by our retail partners. You’ll find our work in homes all over the nation, trusted by both independent and major retailers to deliver great product with commercial flair.

We’re proud to be the UK’s largest privately owned upholstery manufacturer, with multiple sites across Nottinghamshire. We’ve been growing for thirty years and counting, driven by the dedication of our talented team and our commitment to creating products people love coming home to.

But we’re not just about making great products. We’re about raising the bar.
Our mission is to lead - not just in what we create, but in how we work and who we work with. We believe that to make truly standout furniture, we need standout people. That’s why we hire talented individuals who live our values, bring a positive mindset, and take pride in what they do.

At Whitemeadow, we’re here to inspire, impress, and innovate - together.

About the job

As a Customer Service Coordinator, you will be a key point of contact for our customers, ensuring seamless order processing and exceptional service. You will handle customer enquiries, process orders efficiently, and proactively resolve any issues to maintain high levels of customer satisfaction.

Responsibilities

• Process new purchase orders via EDI and manual entry, ensuring accuracy and efficiency.

• Respond to general customer enquiries via phone and email, providing prompt and helpful support.

• Provide detailed product information upon request to assist customers in making informed decisions.

• Keep customers updated on order status, delivery timelines, and any potential delays.

• Proactively contact customers to request additional details when order information is incomplete.

• Investigate and resolve order discrepancies, missing information, or customer concerns.

• Collaborate with internal teams (Sales, Planning, and Transport) to ensure smooth order fulfilment.

• Maintain accurate customer records and document all interactions in the system.

• Identify and suggest process improvements to enhance customer service efficiency.

• Support after-sales customer support, including providing detail to support returns, replacements, and warranty-related queries.

Requirements: Your Skills

• Previous experience in a customer service, order processing, or coordination role, ideally in a manufacturing or B2B environment.

• Strong communication and interpersonal skills, with a professional and friendly approach.

• Ability to multi-task and prioritise key work tasks.

• Proficiency in customer engagement platforms such as Freshdesk and experience using EDI systems is advantageous.

• Excellent attention to detail and problem-solving skills.

• A proactive mindset with a commitment to delivering exceptional customer service.

Requirements: Your Attitude

• You’ll bring a positive, professional and empathetic approach to every customer interaction.

• You take pride in delivering great service, show genuine enthusiasm for our products, and always put the customer at the heart of what you do.

Benefits

• 30 days holiday

• Staff discount on our products

• High street discount scheme

• Formal and informal training opportunities

• Death in service benefit