About the Role

We’re looking for a Commercial Operations Specialist to join our team and take an active role in managing and enhancing the full customer experience across Hem’s sales channels.

This role sits at the intersection of client service, operational support, and digital customer experience. You’ll be the first point of contact for both professional and direct customers, while also contributing proactively to the success of our commercial calendar.

The scope is a healthy blend of reactive and proactive tasks, because we believe that owning what we put out into the world is essential to anticipating and managing what comes back. In practice, you’ll handle incoming requests, but also stay one step ahead by executing CRM campaigns, supporting our lifecycle strategy, and ensuring our customer journey across digital touchpoints is seamless, informed, and on-brand.

What You’ll Do

• Act as first responder to customer inquiries via CRM (Salesforce) and email
• Manage the full order flow, from quotes and processing to tracking, delivery, and returns
• Collaborate with our operations team to ensure smooth and timely deliveries
• Own pre-sales and post-sales communication to ensure a best-in-class customer experience
• Handle claims and complaints with professionalism, clarity, and care
• Maintain and update key customer and order data in our CRM
• Support the commercial team with proactive communication initiatives, including:
  • Assist in the planning and execution of customer lifecycle campaigns and flows, including email newsletters and social media content
  • Collaborate on the content and cadence of our communication calendar
• Identify friction points in the customer journey and propose improvements
• Represent the Hem brand in every interaction, always on tone, on time, and one step ahead

You Might Be a Fit If You:

• Are an excellent communicator with fluent written and spoken English
• Have a structured, process-driven mindset and an eye for detail
• Thrive in a fast-paced, international, cross-functional environment
• Balance daily execution with a strong sense of customer empathy
• Are comfortable using tools like Slack, Klaviyo, Shopify, Salesforce, Contentful, and ERP systems
• Take initiative and enjoy improving how things are done
• Are excited to support a high-end design brand with global reach

Bonus Points If You Have:

• Experience with Salesforce and/or Microsoft Dynamics NAV
• A background in e-commerce, customer service, or operational support
• Experience with CRM and email marketing tools (Klaviyo or similar)
• A passion for design, interiors, or furniture

Why Join Us?

At Hem, we blend creativity, commerce, and customer obsession. You’ll work with global clients, contribute to meaningful brand experiences, and grow your skills in a fast-moving, design-led company where no two days are the same.