Logistics Coordinator Customer Care · Acton Warehouse

Job Title:

Logistics Coordinator

Location:

Hybrid - Acton, London Reporting To:
Logistics Manager Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry.

• Responsible Jewellery Brand, 2026 – Country & Town House
• Responsible Business of the Year, 2025 – Positive Luxury
• Top 50 Inspiring Workplaces (UK & NI), 2024 – Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for a Logistics Coordinator to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

As a Logistics Coordinator you will own the day-to-day operational heartbeat of the logistics team, acting as the first point of escalation when web deliveries go wrong, managing our logistics inbox, overseeing inbound flows, and building our understanding of claims and lost in post data. You will work closely with our Logistics Manager and Senior Trade Partner Associate, freeing the team to focus on carrier strategy, commercial negotiations, and regulatory compliance, while you ensure nothing slips operationally.

This is a hands-on role for someone who thrives on ownership, urgency, and keeping many plates spinning at once.

• Act as the day-to-day escalation point for web shipment delivery issues — proactively chasing carriers when shipments are running late, at risk of failure, or require intervention.
• Liaise directly with carrier operations teams to resolve inflight issues, securing updates and remedial action on behalf of customers and the Customer Care team.
• Monitor delivery performance indicators and flag emerging patterns or carrier issues to the Logistics Manager.
• Develop clear processes for the Customer Care team to follow when escalating delivery queries, reducing response time and improving consistency.

• Own and manage the logistics inbox, triaging enquiries and ensuring timely, accurate responses.
• Review and approve carrier and supplier invoices, checking for accuracy against agreed rates and flagging discrepancies to the Logistics Manager.
• Develop and document processes to handle common query types, reducing reliance on ad hoc knowledge.

• Work closely with the Senior Trade Partner Associate to support the logistics aspects of wholesale orders where needed, including documentation and carrier coordination.
• Create manual commercial invoices for partners requiring them, ensuring accuracy and timely turnaround.

• Monitor and analyse lost in post and claims data across carriers, identifying trends, patterns, and anomalies.
• Maintain a structured claims tracker and produce regular summaries for the Logistics Manager and wider CX team.
• Support the identification of serial claimant activity and flag cases requiring further investigation.
• Wo…