Job Description

We are recruiting for a Logistics Operations Coordinator to support our E-Commerce function on a 12-month fixed term contract. This role is based in our Warehouse, near Heathrow Terminal 4, with ample free parking.
Job Mission
This positions sits within our Warehouse Team, based in our local distribution centre at Heathrow, supporting the daily execution of e-commerce logistics operations and returns management. The Coordinator acts as a key operational interface between the Senior Quality Assurance Coordinator and other teams across Hermes GB (including E-Commerce, Finance, Retail Operations and IT). Through chat-based request handling, they will maintain product integrity and own traceable resolution. This position also provides support to other Coordinators in the wider team, reinforcing Hermes customer-centric standards, governance overlays and audit protocols.
Key Responsibilities
1) Fulfilment and Chat-Based Request Handling

• Action E-Commerce Operations requests received via internet chat including:

Address changes
Special delivery arrangements (e.g timed, courier specific)
QC triggers based on product type or customer profile
CCTV retrieval following claims or disputes
Order status checks (e.g not prepared, picking, packing)
Inventory discrepancy resolution
UPS claims for lost parcels or delivery failures

• Ensure all interventions are logged in ticketing systems and traceable for audit purposes
• Escalate blockers to Senior Quality Assurance Coordinator with structured updates

2) Returns Management

• 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:

Whether to initiate second shipment or initiate a return
Documentation of decision path and customer communication
3) Logistics Coordinator Support

• 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

4) Quality Control and Traceability

• 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

5) Stakeholder Coordination

• 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

6) Continuous Improvement

• 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

Please note:
You must hold a valid visa allowing you to work full time for the entire duration of employment, as we do not offer visa sponsorship.
*Job responsibilities and functions are not limited to the above. We are Hermes employees must always ensure that all functions of our position are represented with the highest level of professionalism.
Profile

• 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

Skills Required