Customer Service & Logistics Assistant

Role Overview

We are seeking an organised, detail-oriented Logistics & Customer Service Assistant to join our team. This role is pivotal in ensuring our stock and orders move seamlessly across retail, e-commerce, and wholesale channels, while delivering an exceptional customer experience. You will support customer service across multiple touchpoints, including online chat, manage pick and pack operations, fulfil wholesale and partner orders, and assist with head office (HO) duties related to orders and stock. This is a hands-on, process-driven role ideal for someone who enjoys problem solving and takes pride in accuracy and service.

Key Responsibilities

Customer Service & Sales Support

• Deliver outstanding customer service across email, phone, and online chat.
• Respond to customer enquiries regarding orders, stock availability, repairs, and returns promptly and professionally.
• Proactively problem-solve customer issues and convert enquiries into sales where possible.
• Maintain clear, courteous communication with e-commerce customers, wholesale partners, and internal teams.
• Escalate complex issues appropriately while maintaining ownership and timely follow-up.

E-Commerce Fulfilment (Pick & Pack)

• Pick, pack, and dispatch web orders efficiently, ensuring items are presented and packaged to luxury brand standards.
• Liaise with couriers to arrange timely deliveries and track shipments.
• Process returns and exchanges in line with company procedures.

Wholesale & Partner Fulfilment

• Fulfil wholesale and partner orders from allocation through to dispatch.
• Maintain accurate wholesale account records, ensuring correct invoicing, documentation, and delivery schedules.
• Act as a key point of contact for wholesale partners regarding order status, stock availability, and deliveries.

Stock Distribution & Inventory Management

• Allocate and dispatch stock to retail locations according to replenishment schedules.
• Maintain accurate records of stock movements across retail, e-commerce, and wholesale channels.
• Conduct regular inventory checks and report discrepancies promptly.

Repairs, Returns & Samples

• Manage the end-to-end process for repairs and returns for both e-commerce customers and wholesale partners.
• Log, track, and coordinate all repairs and returns with accurate documentation.
• Liaise with suppliers regarding repairs, monitor progress, and provide updates to stakeholders.
• Prepare and ship product samples to wholesale partners, press, and other stakeholders.
• Ensure returned items are inspected and correctly re-entered into stock or written off as required.

Supplier Purchase Orders (POs)

• Book in and receive supplier deliveries, checking against purchase orders for accuracy and quality.
• Log all received goods into the stock management system promptly.
• Flag discrepancies, damages, or shortages to relevant teams for resolution.

Stocktakes

• Support and manage full and partial stocktakes across retail, wholesale, and e-commerce locations.
• Assist with planning, counting, reconciliation, and system updates.
• Investigate and resolve discrepancies in collaboration with relevant teams.

Skills, Attributes & Personality

• You love dealing with customers and take genuine joy in problem solving and converting enquiries into sales.
• A strong team player who enjoys fostering positive relationships across the business.
• Highly process-driven with excellent attention to detail and a methodical approach to work.
• Strong organisational and time management skills, with the ability to prioritise multiple tasks.
• Clear, confident communicator with a customer-first mindset.
• Proactive, reliable, and committed to upholding brand standards.

Experience

• Previous experience in logistics, stock control, order fulfilment, and customer service (preferably within retail, fashion, or luxury goods).
• Experience working with jewellery is highly advantageous.
• Exposure to wholesale account management, repairs/returns processes, supplier POs, and stocktakes is preferred
• Proficiency in inventory management systems and Microsoft Office (Excel essential).