Business Support Coordinator

Why join us? Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. Every permanent team member gets equity, so when we grow, you do too. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership. Big tech impact, without the big tech ick. Role Purpose The Business Support Coordinator plays a critical role in delivering a reliable and proactive customer experience across Mitti Supply. The role is primarily responsible for order management and order visibility, ensuring customers are kept informed throughout the fulfilment process - particularly where orders are partially fulfilled, placed on back order, delayed, or subject to changing supplier lead times. Rather than waiting for customers to contact us for an update, the Business Support Coordinator will proactively identify orders requiring attention, investigate their status with suppliers and internal teams, and communicate clear and timely updates to customers. Working closely with Purchasing, Sales and Customer Success, this role will help ensure that customers know what is happening with their order, when they can expect it, and what alternatives are available when required. The role suits someone who is highly organised, persistent, comfortable navigating multiple supplier systems and enjoys taking ownership of operational issues through to resolution. Key Responsibilities 1. Order Management & Fulfilment • Monitor open customer orders from placement through to complete fulfilment. • Proactively identify partially fulfilled orders, back orders, overdue orders and other orders requiring intervention. • Investigate outstanding order lines and establish accurate expected fulfilment dates. • Maintain clear and accurate information regarding order status, supplier lead times and expected delivery dates. • Follow outstanding orders through to resolution rather than relying on customers or internal teams to escalate issues. • Escalate significant fulfilment risks or delays to the appropriate internal stakeholder. 2. Proactive Customer Communication • Provide customers with proactive updates where an order is delayed, partially fulfilled, back-ordered or otherwise unlikely to meet the original delivery expectation. • Ensure customers receive an update before they need to contact Mitti Supply asking for one. • Communicate clearly what has been supplied, what remains outstanding and the expected timing for remaining products. • Provide regular follow-up communication where a delay remains unresolved. • Work with Customer Success and Sales where an order issue may impact a strategic customer relationship. • Maintain professional, concise and customer-focused communication across email and other support channels. 3. Supplier Coordination • Liaise directly with suppliers to confirm order status, stock availability, back- order dates and product lead times. • Navigate supplier portals, websites, customer-service channels and ordering systems to obtain accurate fulfilment information. • Follow up persistently with suppliers where information is incomplete or delivery commitments have not been met. • Identify discrepancies between expected and actual supplier fulfilment. • Maintain visibility of supplier-specific lead times and common fulfilment issues. • Build effective working relationships with key supplier contacts to improve the speed and quality of information available to Mitti Supply. 4. Purchasing & Internal Coordination • Work closely with the Purchasing Manager to resolve supplier, stock and purchasing-related issues. • Partner with Sales and Customer Success to provide visibility of order issues affecting their customers. • Escalate recurring supplier performance or fulfilment issues to Purchasing. • Assist with identifying alternative products or supply options where appropriate and in conjunction with Purchasing and Sales. • Ensure internal stakeholders have accurate information before communicating delivery expectations to customers. • Support the broader Mitti Supply team with operational and order-related enquiries as required. 5. Systems, Data & Order Visibility • Maintain accurate order status information across relevant internal systems. • Use spreadsheets, supplier portals, eCommerce systems and internal tools to monitor outstanding orders and exceptions. • Develop and maintain reporting that provides visibility of: o open and overdue orders; o partially fulfilled orders; o back-order value and volume; o ageing outstanding orders; o supplier lead times; and o orders requiring customer communication. • Ensure customer and supplier communications are appropriately recorded so that other team members can quickly understand the current status of an order. 6. Process Improvement • Identify recurring causes of order delays, poor visibility or unnecessary customer enquiries. • Work with Purchasing, Customer Success and Operations to improve order-management processes. • Develop and maintain SOPs for supplier follow-up, back-order management and customer communication. • Identify opportunities to automate repetitive order monitoring and communication. • Use AI and automation tools where appropriate to improve productivity, reporting and communication quality. • Help Mitti Supply build scalable processes capable of supporting increasing order volumes without compromising customer experience. Required Skills and Experience Technical & Operational Skills • 1–3 years’ experience in business support, order management, customer service, procurement support, eCommerce operations or a similar coordination role. • Strong written and verbal English communication skills. • Strong attention to detail and ability to work accurately across a high volume of orders and order lines. • Comfortable using Excel or Google Sheets to track, manipulate and report operational data. • Experience working with ERP, order-management, eCommerce, CRM or customer-support systems is highly regarded. • Comfortable learning and navigating multiple supplier portals and systems. • Able to interpret order information, purchase orders, delivery dates, stock availability and supplier lead-time information. Behavioural Skills • Proactive: does not wait for a customer complaint or internal escalation before investigating an issue. • High ownership: follows an order or problem through to resolution and closes the loop with the customer. • Persistent: comfortable following up suppliers repeatedly when information or action is required. • Highly organised: capable of managing a large number of open items without losing track of commitments. • Customer-minded: understands that timely communication can be just as important as the eventual delivery outcome. • Detail-oriented: notices discrepancies and incomplete information before they become larger problems. • Collaborative: works effectively across Purchasing, Sales, Customer Success and Operations. • Comfortable with ambiguity: able to investigate an issue and determine the next action without needing a prescribed process for every scenario. • Process-minded: looks for ways to improve how work is completed rather than simply repeating inefficient processes. What Success Looks Like Success in this role means customers have significantly greater visibility over their orders and rarely need to chase Mitti Supply for an update. Within the role, we would expect to see: • Partially fulfilled and back-order sales being systematically monitored and followed up. • Customers receiving proactive communication before needing to request an order update. • Accurate expected delivery dates being obtained from suppliers and communicated internally and externally. • Outstanding and ageing orders reducing over time. • Sales and Customer Success having clear visibility of fulfilment issues affecting their customers. • Strong working relationships established with Purchasing and key suppliers. • Recurring supplier and fulfilment issues being identified and escalated rather than repeatedly treated as isolated problems. • Clear processes and reporting established to support increasing Mitti Supply order volumes. • Customer enquiries relating simply to “where is my order?” reducing as proactive communication improves. Key Stakeholders • Purchasing Manager: primary internal partner for supplier, purchasing, stock and fulfilment issues. • Customer Success Team: coordination on order issues affecting existing and strategic customer relationships. • Sales Team: visibility of fulfilment issues affecting new and existing accounts. • Mitti Supply Leadership: escalation of material operational or customer risks and reporting on fulfilment performance. • Suppliers: daily communication regarding order status, stock availability, lead times and delivery commitments. • Customers: proactive communication regarding order progress, delays and expected delivery. What You Need to Know This is not a traditional reactive customer-service role. The Business Support Coordinator is expected to actively monitor orders, identify issues and take action before the customer needs to ask. A strong performer in this role will become the person the broader Mitti Supply team can rely on to know what is happening with outstanding orders, where the risks are, and what needs to happen next. As Mitti Supply grows, this role will also play an important part in building the systems, processes and automation required to deliver a consistently high standard of service at greater scale. We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire Mitti team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK . Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you You can find out more about life at Mitti via Youtube , Twitter , Instagram and LinkedIn . To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Mitti or any of our employees. We are not responsible for any fees associated with unsolicited resumes.