Fulfilment and Logistics Operations Specialist

Fulfilment and Logistics Operations Specialist Role purpose

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 Tik Tok 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.

• 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).

• 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.

• 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).

• Ensure channel fulfilment requirements are met (labels, packing rules, booking rules, documentation).
• Support Amazon and Tik Tok programmes where applicable (Amazon FBA prep; Tik Tok FBT prep) to avoid penalties.
• Provide operational evidence for platform disputes, claims and performance queries.

• 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.

• 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 escalates systemic issues with corrective actions.

• 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.

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

• 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.

• 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.