Logistics and Customer Service Administrator (London)
ROLI
Date: 6 hours ago
Contract type: Full time
Remote
Logistics and Customer Service Administrator
About the role:
Luminary ROLI is looking for a diligent Logistics & Customer Service Administrator to join our growing operations team as we scale up our e-commerce Business and expand our product portfolio.
Reporting to the Director of Operations and working closely with our Operations Manager, as the Logistics & Customer Service Administrator you will provide front-line support to our customer service team for issues relating to both orders in and out our 3PL warehouses. You will handle customer complaints for late or lost orders and bring issues to resolution. Your work will be conducted in our ERP system NetSuite and our global 3PL platform Shipbob, and you will be required to maintain up-to-date transactions that will include credit note adjustments, RMA updates and order amendments. The goal is to help the team to reduce our manual processes and increase the automation associated with the order to cash flow and returns.
The role is suited to someone who is excited to improve our global Logistics and shipping performance for on-time delivery and product replacements. As the Logistics & Customer Service Administrator you will also support the month-end process by closing any order transactions promptly and keeping our open order book up to date. Your internal customer at the company is our support team, and being responsive to their needs and queries is essential to the job.
About ROLI:
Luminary ROLI is a Music tech company founded 3 ½ years ago with the mission to free the music, bringing an easier, more intuitive and fun way to learn a musical instrument. Blending Spatial AI, software, hardware and content, our integrated solution results in consumers learning to play the piano more quickly, conveniently and affordably than traditional methods.
It’s also a lot more fun.
Our values go beyond the products we build, they shape how we work and grow together as a team. We believe that creating a more joyful, creative world starts with cultivating a thoughtful, inclusive, and collaborative company culture. As we enter our most exciting chapter yet, we’re looking for people who share our mission to make music learning accessible to all, who are eager to grow their skills, and who want to help build a diverse, purpose-driven team. At Luminary ROLI, you’re not just joining a company, you’re helping shape the future of music.
Responsibilities:
About the role:
Luminary ROLI is looking for a diligent Logistics & Customer Service Administrator to join our growing operations team as we scale up our e-commerce Business and expand our product portfolio.
Reporting to the Director of Operations and working closely with our Operations Manager, as the Logistics & Customer Service Administrator you will provide front-line support to our customer service team for issues relating to both orders in and out our 3PL warehouses. You will handle customer complaints for late or lost orders and bring issues to resolution. Your work will be conducted in our ERP system NetSuite and our global 3PL platform Shipbob, and you will be required to maintain up-to-date transactions that will include credit note adjustments, RMA updates and order amendments. The goal is to help the team to reduce our manual processes and increase the automation associated with the order to cash flow and returns.
The role is suited to someone who is excited to improve our global Logistics and shipping performance for on-time delivery and product replacements. As the Logistics & Customer Service Administrator you will also support the month-end process by closing any order transactions promptly and keeping our open order book up to date. Your internal customer at the company is our support team, and being responsive to their needs and queries is essential to the job.
About ROLI:
Luminary ROLI is a Music tech company founded 3 ½ years ago with the mission to free the music, bringing an easier, more intuitive and fun way to learn a musical instrument. Blending Spatial AI, software, hardware and content, our integrated solution results in consumers learning to play the piano more quickly, conveniently and affordably than traditional methods.
It’s also a lot more fun.
Our values go beyond the products we build, they shape how we work and grow together as a team. We believe that creating a more joyful, creative world starts with cultivating a thoughtful, inclusive, and collaborative company culture. As we enter our most exciting chapter yet, we’re looking for people who share our mission to make music learning accessible to all, who are eager to grow their skills, and who want to help build a diverse, purpose-driven team. At Luminary ROLI, you’re not just joining a company, you’re helping shape the future of music.
Responsibilities:
- Resolve customer tickets related to Logistics issues, order delays, and refund queries.
- Raise claims with Shipbob/ UPS for any lost orders, damaged products or missing items.
- Reconcile inventory from our ERP (NetSuite), ensuring they reconcile with ShipBob on a weekly/ monthly basis;Flag discrepancies to Operations.
- Update Customer Support on supply chain issues and manage B2C order exceptions in Shipbob.
- Maintain ERP data accuracy through timely manual entry, especially during month end.
- Fix stuck Sales Orders in Celigo integrator, and ensure correct processing in Netsuite.
- Monitor AfterShip and Shipbob performance to meet 95% KPI for on-time shipping & RMA processing.
- Process inventory transactions to ensure accurate stock movement tracking in NetSuite.
- Coordinate local office logistics, receive deliveries, manage packaging waste, and support order fulfillment from the UK office.
- Ship samples, prototypes, and internal packages for Marketing, Design, and global teams; track deliveries to ensure safe arrival.
- Experience responding to customers and resolving queries in a CRM such as Fresh Desk, Zendesk.
- Demonstrate strong attention to detail while managing multiple, competing priorities.
- Apply intermediate Excel skills for data management and analysis.
- Use ERP systems such as NetSuite/Vantage/JD Edwards would be an advantage.
- Ideally, have an understanding of the order-to-cash process for B2C transactions but not essential.
- The opportunity to work with the leading, progressive minds within technology, hardware, and music creation to directly impact the way we create and interact with music
- A competitive salary according to your level of experience
- A range of meaningful benefits including:
- Following probation, a competitive health care cash plan and a generous bike-to-work scheme
- Hybrid working: 3 set days in Kentish Town ( Monday, Wednesday, and Thursday) remote optional on Tuesday and Friday
- A competitive company pension scheme following 3 months of full-time work
- 23 days holiday and the standard 8 statutory holiday days
- 5 day volunteering allowance, with an additional 2 holiday days awarded upon completion
- Flexible start and end times, while aligning with core team hours like daily stand ups.
- ‘Lending Library’ of all ROLI products
- Team member discounts on ROLI products
- Apple laptop and relevant software licenses for your role
- Industry leading Parental Leave policy
- Company-wide Hack Days and regular team outings
- In-house bike storage
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