Logistics Operations Coordinator
- Action E-Commerce Operations requests received via internet chat including:
- Ensure all interventions are logged in ticketing systems and traceable for audit purposes
- Escalate blockers to Senior Quality Assurance Coordinator with structured updates
- Coordinate return QC, especially in cases of 3PL KO or product uncertainty
- Trigger manual refunds when QC confirms 1st choice return in alignment with Finance
- Manage carrier-returned parcels due to failed delivery (e.g customer unavailable), confirming:
- Provide operational support to other logistics coordinators during peak periods, disruptions or absence
- Assist in executing manual prioritisation, exception handling and deviation tracking
- Share updates and surface blockers across channels to ensure alignment and continuity
- Reinforce governance overlays and traceability across all fulfillment flows
- Support outbound QC and ensure product integrity for high-value items
- Document QC outcomes and escalate anomalies
- Uphold general compliance standards across fulfilment and returns operations
- Assist in preparing documentation for internal audits and external reviews
- Liaise with Customer Service, IT and 3PLs to resolve fulfillment and return issues
- Use ticketing systems (e.g Passerelle) to log and escalate operational blockers
- Support the Senior Quality Assurance Coordinator in cross-functional meetings and supplier interactions
- Surface root causes of fulfilment or return issues and propose corrective actions
- Participate in process reviews and contribute to SOP updates
- Support the Senior Quality Assurance Coordinator in embedding governance overlays and operational resilience
- Experience in Warehouse Operations or E-Commerce Fulfilment
- A brilliant relationship builder, able to develop trusted and long lasting relationships with internal and external stakeholders
- Strong attention to detail and commitment to product integrity
- A strong team player, whilst being able to work autonomously
- Familiar with WMS and ERP systems
- Ability to manage chat-based requests with clarity and urgency
- Clear, assertive communicator with a collaborative mindset
- Exposure to luxury retail or high-value product handling
- Understanding of audit protocols and traceability requirements
- Experience with ticketing systems and cross-functional coordination
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