Overview
This is a hands-on role for someone with 2–3 years’ experience in operations, supply chain, or logistics who’s ready to step up. You’ll work across Supply Chain, Logistics/3PL, and Customer Service, making sure products move seamlessly from suppliers to customers while keeping everything organised in between.
Responsibilities
* Supply Chain
* PO Management: Manage the full lifecycle of purchase orders (POs), from raising them with suppliers through to confirming receipt at our UK warehouse.
* Freight Coordination: Coordinate the shipping and freight of products, making sure timelines are met and paperwork is accurate.
* Inventory Accuracy: Keep stock records up to date, ensuring inventory levels are always accurate across reports and systems.
* Issue Resolution: Flag any potential delays or issues early and work with suppliers or freight partners to resolve them quickly.
* Forecasting Support: Track sell-through and help forecast future stock needs, ensuring purchase orders are raised on time.
* Supplier Communication: Maintain regular contact with suppliers to confirm lead times, timelines, and resolve any production or delivery challenges.
* Logistics & 3PL
* Partner Management: Act as the main point of contact for our 3PL partner, building a strong working relationship and ensuring day-to-day operations run smoothly.
* ASN Creation: Create and track ASN (Advanced Shipping Notices) for all inbound stock so the warehouse team is prepared for deliveries.
* Order Monitoring: Monitor the 3PL portal and Shopify daily to make sure all customer orders are being processed and shipped correctly.
* SLA Oversight: Track service levels against agreed SLAs, escalate issues when needed, and hold the 3PL accountable for excellent performance.
* Problem Solving: Troubleshoot fulfilment or shipping problems as they arise and put solutions in place to prevent them from happening again.
* Returns Management: Oversee returns flow with the 3PL, making sure returned stock is processed accurately and efficiently.
* Shipping Improvements: Identify opportunities to reduce shipping costs or improve delivery speeds by working closely with the 3PL.
* Customer Service
* CX Oversight: Oversee the smooth running of customer service operations to make sure our customers always receive fast, helpful support.
* Brand Standards: Ensure response times and tone of voice are consistent with our brand standards across all channels.
* Feedback Analysis: Monitor customer feedback to identify recurring issues or themes and share these with the wider team to improve processes.
* Team Collaboration: Work closely with the Managing Director and Customer Service team (outsourced or in-house) to continuously improve the customer experience.
* Knowledge Base: Create and maintain FAQs, macros, and process documents so customer queries are handled consistently and efficiently.
* Reporting: Provide regular updates on customer service performance (e.g. response times, order accuracy, top queries) to the MD and wider team.
* Other Responsibilities
* Supporting the team around key campaigns, activations and events
Requirements
* 2 to 3 years’ experience in operations, logistics, or supply chain (e-commerce experience a big plus).
* Strong organisational skills — you love keeping things running smoothly.
* Confidence using Shopify and/or 3PL tools (or willing to learn quickly).
* Great communicator who thrives in a fast-moving, small-team environment.
* Problem-solver who isn’t afraid to get stuck in.
* Detail-focused and proactive, with a drive to improve processes.
Benefits
* Remuneration
* Salary - competitive (based on experience)
* Pension - contribution matched at 4%
* Work/life balance
* Remote role with Surbiton’s office optional (Greater London)
* Flexible shooting locations, could be central London one day, your bathroom, a shoot house or just our office
* Health, Wellbeing & Socials
* Holiday - 25 days plus bank holidays
* Product - free SOLSKIN products & samples from group companies
* SOLSQUAD swag
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