Fulfilment and Logistics Operations Specialist in Hammersmith

Own day-to-day fulfilment and logistics operations across all e-commerce channels, acting as the single internal point of coordination for the 3PL/warehouses, carriers and inbound logistics partners. This role protects service levels and stock integrity by ensuring accurate inbound receiving, strong inventory controls, and on-time dispatch across Website (Shopify), Amazon and TikTok Shop (and other channels as introduced). The role supports Customer Service and Marketplace Executives by investigating fulfilment-related issues and providing evidence and recommended resolution options. Customer communication remains owned by Customer Service and/or Marketplace Executives. This role does not offer sponsorship, you must have the legal right to work in the UK without the requirement of sponsorship.

Key accountabilities

• 3PL / warehouse management and coordination: Act as the primary internal point of contact for the 3PL/warehouses, ensuring clear ownership, consistent communication, and timely review of delivery reports. Manage daily dispatch performance across all channels (cut-offs, tracking uploads, exceptions). Monitor agreed SLAs (OTIF, dispatch, returns processing) and drive follow-up on failures. Coordinate operational changes (new SKUs, packaging, labelling, kitting, inserts, promotions, peak planning).
• Inbound logistics and receiving control: Coordinate inbound shipments with suppliers, import agents and carriers; track ETAs and delivery schedules. Review inbound documentation and ensure timely handover to the 3PL. Reconcile PO/ASN data against warehouse receiving reports; investigate shortages, damages and discrepancies. Own “ready for sale” release by confirming receiving completion and resolving variances.
• Inventory integrity and stock risk management: Maintain accurate inventory across WMS/ERP and marketplace systems; prevent overselling. Investigate stock variances and lead corrective actions (adjustments, recounts, root-cause analysis). Coordinate cycle counts and stock checks, ensuring audit trail and approvals. Escalate stock risks early (low cover, inbound delays, zero-stock risk, aged stock).
• Multi-channel fulfilment compliance (Amazon / TikTok / Website): Ensure channel fulfilment requirements are met (labels, packing rules, booking rules, documentation). Support Amazon and TikTok programmes where applicable (Amazon FBA prep; TikTok FBT prep) to avoid penalties. Provide operational evidence for platform disputes, claims and performance queries.
• Returns and reverse logistics: Coordinate returns receipt and inspection; ensure accurate disposition (restock, refurbish, quarantine, write-off). Maintain return reason coding and reporting to identify recurring issues. Ensure returns processing aligns with company policy and marketplace requirements, with audit trail.
• Operational investigation support to Customer Service: Investigate fulfilment-related cases (late delivery, missing/incorrect items, damages, return disputes) using WMS and carrier evidence. Provide concise summaries, evidence, and recommended resolution options aligned to policy. Support SLA-critical triage during peak periods and escalate systemic issues with corrective actions.
• Reporting, SOPs and continuous improvement: Maintain trackers and reporting on OTIF, dispatch SLA, inbound accuracy, inventory accuracy, returns turnaround and exceptions. Own fulfilment SOPs and support training of internal stakeholders and warehouse contacts. Drive continuous improvement to reduce errors, cost and customer impact, including peak readiness planning.

Key relationships

• Internal: Customer Service, Marketplace Executives, Buying/Merchandising, Finance, Management.
• External: 3PL/warehouses, carriers/couriers, import agents, suppliers (as required).

Skills, experience and attributes

• 2–5 years’ experience in e-commerce fulfilment/logistics operations, ideally multi-channel.
• Proven experience managing 3PL partners and operational SLAs.
• Strong knowledge of inbound receiving, inventory control and exception management.
• WMS/ERP experience essential (Mintsoft ideal but not mandatory for an outstanding candidate).
• Strong Excel/Google Sheets capability.
• Excellent communication skills and strong attention to detail.
• Ownership mindset and ability to prioritise in a fast-moving environment.

Success measures

• OTIF / dispatch SLA achieved (target to be agreed).
• Inbound accuracy and timely “ready for sale” release achieved (target to be agreed).
• Inventory accuracy maintained with controls and audit trail (target to be agreed).
• Reduced fulfilment escalations and improved investigation turnaround.
• Improved warehouse and carrier performance through reporting and corrective action.