Fulfilment Operations Assistant

Create Joy. Protect Wildlife. Build for Growth. At Elizabeth Scarlett, we believe work should feel meaningful. We exist to create joyful living while raising funds to protect the world's most precious wildlife. By 2030, our goal is to contribute £2 million to conservation.

As our next Fulfilment Operations Assistant, you will be the operational backbone of our online business, ensuring every DTC order is processed flawlessly and the customer experience is seamless from click to doorstep. You will own the eCommerce order journey from purchase through to delivery, working across Operations, Marketing, Customer Service, and Finance teams to support our growing online channels.

Why this role matters: This role is the essential link between our customers and our operations team, ensuring smooth ecommerce fulfilment as we scale our DTC channel profitably. You'll be the go‑to person for order accuracy, inventory management, and operational excellence — making sure every customer receives their Elizabeth Scarlett products on time and in perfect condition. This position is ideal for a highly organised, detail‑oriented professional who thrives on keeping complex operational workflows running smoothly, loves solving logistical puzzles, and takes pride in delivering an exceptional online shopping experience.

What you will be doing:

• Monitor all DTC orders daily across sales channels (Shopify, marketplaces, etc.), ensuring accurate and timely fulfilment.
• Coordinate with warehouse/3PL partners to ensure orders are picked, packed, and dispatched on schedule, and at our brand quality standards.
• Triage and manage issue orders including shortages, shipping delays, mis‑picks, damaged goods, and lost packages, owning resolution through to completion.
• Ensure all customer returns, exchanges, and refunds are processed on time across both 3PL locations in accordance with company policy.
• Check error logs daily to ensure all orders are correctly synced from our website platform to our ERP, investigating and resolving any sync failures promptly.
• Provide comprehensive daily fulfilment updates to the team, highlighting at‑risk orders, delays, stock issues, or priority shipments requiring attention.
• Track and report on carrier performance metrics including average cost per order, delivery success rates, transit times, and damage rates, identifying opportunities to improve service levels and reduce shipping costs.

Inventory & Stock Management:

• Trigger regular stock counts across both 3PL facilities, reconciling results and flagging discrepancies, to maintain real‑time accuracy across platforms.
• Monitor packaging levels across locations and reorder in a timely manner to prevent fulfilment delays.
• Manage stock transfers between 3PL locations, helping to ensure inventory is optimally distributed to meet demand.
• Arrange the creation and on‑time delivery of PR mailers in collaboration with the Marketing team.
• Order, track, and ensure on‑time delivery and availability of print marketing materials to the warehouse.
• Support the Logistics Manager on inbound shipments, ensuring inventory is correctly put away, and helping to resolve any issues with stock or labelling.

Systems & Platform Management:

• Support the setup and implementation of new DTC selling platforms, ensuring correct integration with our ERP and WMS systems.
• Ensure all links and data flows between eCommerce platforms, ERP, and WMS are functioning correctly and maintained on an ongoing basis.
• Reach out to third‑party technical support providers to troubleshoot and resolve system issues, integration errors, or platform bugs.
• Assist with any operational issues in our personalisation process, coordinating with relevant teams to ensure smooth fulfilment of personalised orders.

Administration & Reporting:

• Attend regular operations meetings to ensure seamless communication and alignment on priorities and action items.
• Support on eCommerce growth projects and initiatives.
• Review new marketplace or platform opportunities, supporting onboarding where aligned with brand standards.
• Maintain accurate operational records and provide general administrative support to enable the team to focus on growth activities.
• Pull and organise operational reports (order volume, fulfilment rates, return rates, shipping performance, etc.).
• Identify bottlenecks and suggest process improvements to increase efficiency and accuracy.
• Help document and maintain SOPs for operational workflows.

Who we are looking for:

• 1-3 years of experience in eCommerce operations, order management or logistics.
• Hands‑on experience with eCommerce platforms (Shopify strongly preferred) and familiarity with order/inventory management systems.
• Experience managing order workflows from processing through to dispatch, ensuring on‑time delivery.

Must-have skills:

• Exceptional organisational skills with ability to manage multiple orders simultaneously across different channels, delivery dates, and priorities.
• Meticulous attention to detail — you catch discrepancies before they become problems and take pride in error‑free work.
• Strong proficiency in Excel/Google Sheets for order tracking, reporting, and data management.
• Excellent written and verbal communication skills with ability to build rapport with both internal teams and external partners.
• Problem‑solving mindset with ability to identify issues early and take ownership to resolve them.
• Ability to work under pressure during busy periods (e.g. product launches, sales events) while maintaining accuracy and professionalism.
• Comfortable working with cross‑functional teams across Operations, Marketing, Finance, and Warehousing.

Nice‑to‑have skills:

• Experience with shipping/fulfilment tools.
• Experience with marketplace management.
• Knowledge of 3PL operations and shipping logistics.
• Experience in fashion, accessories, lifestyle, or consumer goods sectors.

Mindset:

• Detail‑driven and process‑oriented, with pride in maintaining high operational standards.
• Proactive and accountable — spots issues early, raises concerns, and takes ownership to fix them.
• Service‑oriented with genuine care for delivering excellent customer experience.
• Commercially aware, understanding how operational excellence impacts customer retention and brand reputation.

Culture fit:

• Kind, collaborative, and reliable — someone teams trust to get things done.
• Calm under pressure and comfortable managing competing priorities.
• Excited to work for a brand blending creativity, commerciality, and purpose.

What we offer:

• Salary and bonus +10% discretionary performance bonus.
• Flexibility and time: Hybrid working (minimum 3 days in‑office).
• Annual L&D budget (3% of salary).
• Annual summer retreat (e.g. 42 Acres in Somerset).
• 60% team discount.
• 25% friends and family discount code.

Ready to join a purpose‑driven brand and help us scale joy and conservation impact?