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Customer Service and Operations Manager (full time)

Customer Service and Operations Manager (full time) - Urban Nest

Janaika Elders |

Customer Service and Operations Manager (full time)

Urban Nest general trading LLC provides a unique, surprising yet affordable collection of interior design and caterers customers and businesses. Besides an online store and pop-up markets, we also work together with interior designers and design firms on commercial projects.

Our products are curated exclusively from well-reputed Dutch and Latin American design labels and designers. For us affordability, sustainability and unique products that tell a story are the most important filters for selection. We are the exclusive distributor in the Middle East region for Dutch design brands like Puik, HKliving and Tiny Miracles.

Urban Nest is a startup company searching for the right talent to help grow our business in a very informal, flexible and casual environment.

The role
The Customer Service & Operations Manager attracts potential customers by answering product and service questions via email, phone and all social media channels; suggesting information about our products and services. He/she is responsible for the processing of orders and coordinating shipments with our suppliers in The Netherlands, prepares correspondences and fulfills customer needs to ensure customer satisfaction.

The Customer service & Operations will report directly to the owner of Urban Nest and will have 2 direct reports. This is a full-time role equivalent to 40 hours a week (5 days/week) based in our shared showroom Vertical design in Al Quoz Dubai.

1.  Customer service
- Answering product and service questions via email, phone and all social media channels.
- Responsible for the full order cycle: receiving orders, packing orders, invoicing, communication with customers, complaint management and booking deliveries with the courier company.
- Updating the pre-order and customer inquiry lists.
- Placing and coordinating shipments with all our suppliers and clearance agents.
- Follow up and weekly communication with B2B customers.
- Creating and sharing of pricelists with B2B customers and interior designers.
- Creating quotations for Interiors designers, wholesaler customers and projects.
- Sending catalogues, samples and product information to interior designers and wholesale customers.


2.Showroom responsibilities

- Manage and supervise showroom sales staff.

- Coach the team to respond to customer requests and questions with technical product knowledge and finesse.
- Ensure that the team is aware of the monthly Marketing Calendar (new collections, activations, events, new arrivals)
- Organizing showroom events and workshops.
- Manage stock transfers between Sentinel and Vertical to maintain right stock levels in the showroom.
- Ensure monthly physical stock counts are done with the showroom sales staff and reported to Accounts.

  1. Administration
    - Sales tracking of B2B partners.
    - Track and follow up on customer and supplier payments through the different sales and payment channels like Shopify website, Showroom, Paytabs etc.
    - Tracking of all orders and payments with Logistics partners such as Sentinel, Leebha, Emirates Post, delivery vans to allow invoice approval and payment.
    - Daily, weekly and monthly Sales and KPI reporting.
    - Assisting with monthly closing reporting.
    - Managing the Urban Nest petty cash and expenses files.
    - Checking mutual Vertical showroom petty cash and expenses files.


Minimum of 5 years work experience in Customer service or Logistics role.
Excellent Customer service skills.
Excellent English verbal and written skills. Arabic and/ or Dutch is a plus.
Microsoft office proficient (mainly Word and Excel).
Interest or passion for interior design.
Pro-active and flexible attitude
Preference for own visa/ spouse visa
Preference for possession of driver’s license


To apply send in your CV and cover letter to:

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