Embroidery Digitising & Production Coordinator

About the role

At TwoTowns, we create personalised embroidered keepsakes that celebrate the people, pets, memories, and moments that matter most. We're looking for a detail-oriented and proactive team member to join our growing team. This role plays an important part in bringing each custom order to life - from preparing embroidery files and coordinating customer approvals to ensuring every order moves smoothly through production. If you enjoy organised workflows, take pride in getting the small details right, and find satisfaction in seeing a project through from start to finish, we'd love to hear from you. Primary Responsibilities Embroidery File Preparation & Digitising Prepare and digitise embroidery files for production using embroidery software (training will be provided). This includes ensuring designs are production-ready, creating customer previews, and preparing the necessary production details for our embroidery team. Customer Approval & Design Coordination Prepare and send design previews for customer approval, make simple design updates when required, and coordinate with our illustrator for more complex revisions. Customer Communication Respond to customer enquiries via email and social media, provide order updates, answer questions, and guide customers through the customisation process in a warm and professional manner. Order Management Maintain accurate order records and statuses, ensure approved orders are added to the correct production queues, and help keep orders moving smoothly through each stage of fulfilment. Secondary Responsibilities Inventory & Operations Support Assist with monitoring inventory levels and ensuring essential supplies are stocked and ready for upcoming orders. Illustration Workflow Coordination Organise illustration files, maintain accurate records, and coordinate with our illustrator to ensure orders are assigned and tracked correctly. Queue & Workflow Maintenance Help maintain accurate order statuses across illustration, embroidery, and production workflows.

Requirements

• We're less concerned about specific experience and more interested in finding someone who is thoughtful, organised, and eager to learn.
• You may be a great fit if you:
• Enjoy working with details and take pride in producing accurate work
• Like creating order and structure in your work
• Are comfortable juggling multiple tasks without losing track of important details
• Communicate clearly and professionally with both customers and teammates
• Are comfortable learning new software and systems
• Take ownership of your work and follow through on responsibilities
• Appreciate being part of a small team where your contributions have a direct impact
• What You Don't Need to Worry About
• No prior embroidery digitising experience is required.
• We'll provide training on the embroidery software, our internal processes, and everything you'll need to succeed in the role. What matters most is a willingness to learn, a strong attention to detail, and a genuine commitment to doing good work.
• Experience in customer service, operations, or administrative roles
• Familiarity with design software or creative workflows
• Experience in e-commerce, custom merchandise, apparel, or production environments
• Experience managing orders, projects, or workflow systems
• Work Setup
• Part-time, on-site role
• Training provided
• Opportunity to grow with a small and expanding business

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