ECommerce 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 eCommerce 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.

• 💰 Salary: £25-28k + 10% discretionary bonus
• 🙋♀️ Reporting to:
  Operations Manager
• 🏙️ Hybrid: 3 days per week in office
• 📍
  
  Location:
  
  Potters Bar (24mins from Kings Cross)
• 📝
  
  Employment type:
  
  Full-Time

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.

eCommerce Order Management & Fulfilment

• 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

• Tigger 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 putaway, 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…