Role Summary

The Ecommerce &Fulfillment Coordinator is responsible for ensuring accurate and timely order processing across ecommerce and wholesale channels, coordinating reverse logistics, and maintaining strong communication with 3PL partners and internal stakeholders. This role oversees SLA compliance, product barcode creation, and weekly fulfillment reporting to support operational excellence.

Key Responsibilities

• Coordinate reverse logistics: working with our returns partner which includes resolving QC issues, reprocessing of stock at our Returns facility and the processing of refunds in line with financial targets.

• Monitor ecommerce and wholesale order processing accuracy (at a control level, daily CSD follow-up).

• Enforce SLA compliance for order shipping times and quantities.

• Identify and resolve unfulfilled orders in a timely manner working with the CS team and the ERP to identify the source of the issue to resolution.

• Track order status with 3PL partners (Flexport, ShipMonk, ShipBob).

• Responsible for barcode creation for new products (US & UK compliance).

• Prepare and submit weekly fulfillment reports every Tuesday, including:

○ SLA compliance

○ Unfulfilled orders

○ Returns status

○ Barcode creation status

KPIs &Target Ranges:

• Order Fulfillment SLA Compliance – Target ≥ 98%

• Unfulfilled Order Resolution Time – Target ≤ 5 working days

• Return Processing Time – Target ≤ 7 working days

• Barcode Creation Turnaround – Target ≤ 3 working days from request

• Return Restock Rate – Target ≥ 90% without quality issues

Other requirements

• Must be fluent in English Verbally and Written

• Must be able to use Excel at Advanced Level - also experience of any BI tools would be advantageous

• Ideal Logistics / Ecom background /experience

• Remote working role

• Working with ERP systems