Delivery & Service Coordinator

The Delivery & Service Coordinator schedules and oversees deliveries and service appointments, coordinating between warehouse, logistics, and CX teams. The role plans routes, manages customer communication, resolves issues, and tracks delivery and service KPIs.

Job Title:             Delivery & Service Coordinator
Department:       Operations (with functional ties to Customer Experience) 
Reports To:         Operations Manager / CX Team Lead
Location:             Warehouse HQ (Green Hill or equivalent) 

Job Description     
The Delivery & Service Coordinator is responsible for ensuring the efficient, customer-focused scheduling and execution of all deliveries and service appointments. Acting as the operational bridge between the warehouse, logistics, and the CX team, this role plans daily delivery routes, coordinates customer communications, manages real-time issues, and tracks KPIs for delivery and post-delivery performance.

Essential Functions          

1. Review daily Odoo sales orders and generate pickings for all trucks.
2. Create journey plans using location grouping and truck capacity constraints.
3. Ensure balance of delivery workloads and truck utilization across the week.
4. Call or message each customer to confirm delivery window and special access needs.
5. Ensure customer receives pre-delivery instructions (e.g., removal of old furniture, elevator access).
6. Proactively communicate delays or rescheduling, with professional tone aligned to CX standards. 
7. Conduct outbound truck checks daily: all items packed, labeled, undamaged.
8. Identify and flag any missing or damaged items before dispatch.
9. Prevent dispatch of incomplete or damaged deliveries unless approved by CX.
10. Review feedback and delivery outcomes daily; follow up on failed deliveries.
11. Create internal tasks or Odoo tickets for re-deliveries, repairs, or replacements.
12. Liaise with Tech Services and Inventory team to resolve issues quickly.
13. Coordinate all warranty repairs, service calls, and return visits using Odoo field service module.
14. Follow up with customers post-installation or repair for satisfaction.
15. Maintain calendar and technician routing for maximum efficiency.
16. Monitor and report OTIF “On Time In Full” metric weekly.
17. Track and analyze root causes of delivery or service failures.
18. Recommend improvements to scheduling, QC, or customer comms workflows.

Required Skills & Attributes

• Strong organizational and planning skills
• Excellent communication and customer service tone
• Process-oriented with a proactive problem-solving mindset
• Familiarity with Odoo or similar ERP/logistics systems
• Able to work under pressure and coordinate across teams
• Detail-oriented, especially in reconciling physical and system data

Requirements         

• 3+ years in logistics, delivery coordination, or customer service
• Experience with route planning or dispatch software preferred
• Experience in home furnishings or retail delivery environments a plus