As our Carrier & Fulfilment Coordinator, you'll play a key role in ensuring our customers receive their orders on time and with minimal fuss. Working closely with carrier partners and internal stakeholders, you'll coordinate day-to-day fulfilment activities, helping to ensure orders are processed, dispatched and delivered accurately, efficiently and cost-effectively. You'll be responsible for monitoring delivery performance, identifying opportunities to improve service and resolving fulfilment issues when they arise. Building strong relationships with carrier partners will be central to your success, enabling you to drive service excellence while balancing customer expectations and business requirements. A key part of this role will involve working with Metapack to manage carrier integrations, shipment tracking and delivery performance. We're looking for someone with previous experience using Metapack who can quickly become a trusted expert within the team, helping to optimise fulfilment processes and support a seamless customer delivery experience. This is a unique opportunity to combine operational excellence with technical expertise, taking ownership of carrier performance, fulfilment processes and Metapack administration in a fast-paced ecommerce environment.
- Manage day-to-day carrier operations, ensuring orders are dispatched and delivered on time.
- Build strong relationships with carrier partners to maintain high service standards.
- Monitor carrier performance against agreed SLAs and KPIs.
- Investigate and resolve delivery issues, including delays, damages and lost shipments.
- Work closely with internal teams to minimise fulfilment disruptions and improve the customer experience.
- Ensure orders are processed accurately and within agreed dispatch timelines.
- Proactively identify delivery risks and take action to prevent service failures.
- Manage claims, returns, proof-of-delivery requests and customer escalations.
- Analyse delivery and fulfilment performance, identifying opportunities to improve efficiency and reduce costs.
- Produce regular performance reports and support carrier review meetings.
- Drive continuous improvement initiatives across fulfilment and delivery operations.
- Maintain accurate operational records and ensure compliance with shipping requirements.
- Experience working with a final mile routing Management System
- Proven experience in order lifecycle allocation
- Experience working in or with cross-functional teams
- Demonstrated ability to manage incident resolution, root cause analysis, and issue escalation
- Strong understanding of final mile delivery
- Familiarity with system integration flows
- Basic knowledge of API interactions
Pets just see people. They aren't biased and they don't discriminate. We take our inspiration from pets, and we value and respect difference in all its forms. Our aim is to reflect the diversity of the communities we operate in, and every colleague can help us achieve this. We encourage our people to be themselves so even if your skills and experience don't perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.
Carrier & Fulfilment Specialist employer: Pets at Home Limited
At Pets at Home Limited, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our commitment to employee growth is evident through tailored development programmes and the opportunity to lead a dynamic team in a thriving retail environment. With competitive benefits and a focus on work-life balance, we empower our employees to make a meaningful impact in the pet care industry while enjoying the perks of working for a major UK retailer.
