Key Skills

Job Description

About the Role As a Service Operations Coordinator at Joybuy, you will play an important role in ensuring a smooth and positive delivery experience for our customers. You will be responsible for coordinating the delivery and, where applicable, installation of large and bulky items, such as furniture and household appliances. Acting as the key point of contact between customers, delivery partners and internal teams, you will ensure that deliveries and installations are scheduled efficiently, communicated clearly and completed in line with customer expectations. This role combines operational planning, administrative coordination and customer interaction. It is ideal for someone who is highly organised, customer-focused and comfortable managing multiple tasks in a fast-paced e-commerce environment. Key Responsibilities 1. Delivery & Installation Coordination Coordinate and schedule the delivery and/or installation of large and bulky items, including furniture, household appliances and other oversized products. Liaise with delivery and installation partners to arrange suitable delivery slots and ensure service availability. Coordinate delivery schedules based on customer preferences, operational capacity and service partner availability. Monitor scheduled deliveries and installations, proactively addressing potential delays, changes or operational issues. Ensure accurate and timely updates of delivery and installation arrangements in internal systems. 2. Customer Communication & Service Contact customers to arrange and confirm delivery and/or installation appointments. Act as a key point of contact for customers regarding delivery scheduling, appointment changes and service-related queries. Provide clear and timely communication regarding delivery arrangements, requirements and potential changes. Handle customer questions and concerns professionally, ensuring a positive customer experience. Coordinate with relevant internal teams and external partners to resolve delivery-related issues and customer complaints. 3. Operational & Administrative Support Maintain accurate records of delivery schedules, customer communications and service arrangements. Follow up with delivery and installation partners to ensure appointments are confirmed and services are completed as planned. Identify recurring operational issues and communicate improvement opportunities to the relevant teams. Support the continuous improvement of delivery coordination processes and customer experience. Requirements & Qualifications Previous experience in operations coordination, logistics, delivery planning or customer service is preferred. Strong organisational and administrative skills, with the ability to manage multiple priorities simultaneously. Excellent communication and interpersonal skills, with a customer-oriented mindset. Fluent in both Dutch and English, written and spoken. Comfortable communicating with customers and coordinating with external service providers. Good problem-solving skills and the ability to respond effectively to changing priorities and unexpected situations. Good computer skills and experience working with operational systems, order management tools or CRM platforms. A proactive, hands-on approach with strong attention to detail.

Core Responsibilities

Coordinate and monitor delivery and installation appointments for large items, working with customers, service partners, and internal teams to ensure schedules are accurate and expectations are met. Maintain operational records, resolve delivery-related issues, follow up on service completion, and identify opportunities to improve coordination processes and customer experience.

Requirements

Previous experience in operations coordination, logistics, delivery planning, or customer service is preferred, along with strong organizational, administrative, communication, and problem-solving skills. Candidates should be fluent in written and spoken Dutch and English, comfortable using operational systems or CRM tools, and proactive and detail-oriented.