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 TikTok 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.
This role does not offer sponsorship, you must have the legal right to work in the UK without the requirement of sponsorship.
Key accountabilities
3PL / warehouse management and coordination
*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).
Inbound logistics and receiving control
*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.
Inventory integrity and stock risk management
*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).
Multi-channel fulfilment compliance (Amazon / TikTok / Website)
*Ensure channel fulfilment requirements are met (labels, packing rules, booking rules, documentation).
*Support Amazon and TikTok programmes where applicable (Amazon FBA prep; TikTok FBT prep) to avoid penalties.
*Provide operational evidence for platform disputes, claims and performance queries.
Returns and reverse logistics
*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.
Operational investigation support to Customer Service
*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 escalate systemic issues with corrective actions.
Reporting, SOPs and continuous improvement
*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.
Key relationships
*Internal: Customer Service, Marketplace Executives, Buying/Merchandising, Finance, Management.
*External: 3PL/warehouses, carriers/couriers, import agents, suppliers (as required).
Skills, experience and attributes
*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.
Success measures
*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.