Commercial Operations Co-ordinator

Job Summary

The Commercial Operations Co-Ordinator supports the day-to-day running of our Commercial Operations team, ensuring every customer order is processed accurately, communicated clearly, and shipped on time. This role brings together order administration, customer communication, and logistics coordination to deliver a consistent, high-quality experience for customers and internal stakeholders.

Working within a team of five, the role is both reactive (answering inbound calls and queries and resolving order issues) and proactive (monitoring order status, maintaining accurate documentation, and improving ways of working).

The role requires strong organisation, attention to detail, and the ability to prioritise effectively in a fast-paced environment, working closely with the Commercial Operations Team Leader and Commercial Operations Manager to support departmental objectives.

Key Responsibilities

Logistics & Supply Chain Operations

• Book daily shipments and select the most appropriate and cost-effective service to meet customer delivery requirements.
• Process daily orders for dispatch, working with Goods-Out, Dispatch and Sales to prioritise urgent shipments and clear any holds.
• Produce export paperwork (including commercial invoices and supporting documents), ensuring values, weights, commodity codes (where applicable) and consignee details are correct.
• Send daily shipping updates and tracking details to internal teams and customers, and respond to delivery queries promptly.
• Chase couriers and carriers for collections, transit updates and proof of delivery, and keep order records up to date.
• Handle shipping exceptions end-to-end (missed collections, delays, damages, address changes and returns), raising claims and rebooking as needed.
• Check shipping, customs and country-specific requirements before dispatch and escalate any restricted/high-risk shipments in line with the export policy.
• Request and compare shipping quotes and apply the agreed option to each order, balancing cost, service level and delivery time.
• Maintain courier and export compliance records, ensuring required carrier/supplier documentation is complete, current and filed correctly.
• Support day-to-day carrier management by logging issues, feeding back recurring problems and supporting service improvements with the Logistics Manager.
• Compile monthly courier performance information (costs, late deliveries, failures and claims) and highlight key actions.
• Spot and implement practical improvements to shipping and documentation processes to reduce errors, speed up dispatch and improve the customer experience
  

Sales Support

• Process sales orders and complete accurate data entry within the CRM system.
• Deliver excellent customer service through inbound and outbound communication by phone, email and online messaging platforms.
• Support Techbuyer’s RMA, Sales and Operations teams to ensure customer service is delivered to the highest standard.
• Build and maintain strong relationships with customers and internal departments to improve collaboration and deliver the best outcome for the customer.
• Clarify order requirements with colleagues and customers to ensure we meet expectations and deliver correct solutions.
• Support the Sales team throughout the order cycle, identifying opportunities to streamline processes and improve efficiency.
• Verify customer and delivery information to ensure all details are accurate before processing and dispatch.
• Manage customer feedback and complaints, resolving issues professionally and escalating via relevant platforms (including eBay) where required.
• Work in line with Techbuyer’s procedures, compliance requirements and ways of working, maintaining accurate records and a high standard of service.

 Required Skills or Training

• Confident and professional telephone manner, with the ability to handle multiple customer queries efficiently.
• Strong prioritisation and workload management skills in a fast-paced, high-volume order environment.
• Experience using CRM/ERP systems for order processing and maintaining accurate customer, pricing and shipping data.
• Excellent attention to detail.
• Strong general IT skills and computer literacy.
• High accuracy when inputting and checking data.
• Methodical approach to problem-solving with the initiative to identify and resolve issues.
• Effective time management, with the ability to plan, prioritise and meet deadlines.
• Ability to remain calm, accurate and customer-focused under pressure.
• Excellent written and verbal communication skills.
• Customer-focused, with the ability to build strong relationships and manage expectations professionally.
• Willingness to develop a strong understanding of Techbuyer’s products and services.
• Organised and systematic approach to work, with strong record-keeping habits.
• Understanding of logistics, shipping processes and cross-border/export requirements (or willingness to learn).