Job Description

About us

F&F Stores, founded in 2015, is a rapidly expanding E-commerce business based in Milton Keynes. We are proud to offer a wide range of licensed products from beloved brands such as Disney, Marvel, and iconic football clubs.

We thrive on bringing these products directly to your doorstep, not only in the UK but also across Europe and the US. Our high-quality offerings cater to the whole family, with products ranging from toys and fashion to home accessories and beauty items. You can find it all on popular e-commerce marketplaces as well as on our own e-commerce website.

We are seeking an experienced Network Planning and Customer Experience Assistant with strong customer service and claims management skills , along with a deep understanding of Amazon's Customer Service Dashboard. This role also involves coordinating and troubleshooting network issues, ensuring smooth shipping and logistics processes, managing inventory, and handling reporting and reconciliation tasks.

If you have a background with Amazon's systems and are adept at problem-solving in a fast-paced environment, this is the perfect opportunity to leverage your experience and contribute to a dynamic team.

Location:

Warehouse-based, in Milton Keynes

Contract:

Full-time, Fixed-term until 31st December 2025

Department:

Fulfillment by Merchant (FBM)

Number of vacancies:

1

Salary

: Up to 27,400

LinkedIn:

https://www.linkedin.com/company/f-and-f-stores-ltd

Key Responsibilities

1. Customer Service and Claims Management

Respond promptly and professionally to customer inquiries via email, messaging platforms (Amazon, eBay, etc.), and other support channels. Resolve customer issues including order inquiries, returns, refunds, shipping delays, and product questions. Liaise with internal teams (warehousing, logistics, and buying) to resolve customer concerns quickly. Monitor and manage case metrics on platforms such as Shopify, eBay, Shein, Debenhams, Amazon Seller Central, Identify and escalate issues to management where necessary. Support ongoing improvement of customer service processes and documentation.

2. Coordination and Troubleshooting

Act as the primary liaison between the warehouse and carriers to resolve daily errors and operational issues. Identify and report anomalies in the network, providing feedback to the management team. Liaise with distribution services for the collection and delivery of stock trunks.

3. Shipping and Logistics

Schedule and manage collections, including creating docket files and arranging extra collections as needed. Release of Pickwaves and ensure customer orders are picked, packed and ready to be collected by carriers Ensure that trunks meet Amazon standards and manage their movement effectively. Monitor shipping costs for each shipment into Europe and update the shipment cost tracker accordingly. Compile rolling packing lists, ensuring accurate product information and reconciling commercial invoices with packing lists.

4. Inventory Management

Order consumables to maintain sufficient stock levels. Create and monitor stock levels for picking, ensuring alignment with operational needs. Process and execute stock movements for pick bins and bulk locations. Monitor orders on the Warehouse Management System (WMS) and prepare them for the picking and packing teams.

5. Reporting and Reconciliation

Check and troubleshoot issues within daily reports provided by distribution services. Perform invoice reconciliations to ensure accuracy in billing and transactions. Provide regular feedback on operational processes and shipping efficiencies.

Requirements:

Good written English and strong computer skills. Good knowledge of the Office package (Word, Excel, Power Point, etc.) Warehouse experience - picking, packing, customer returns, stock, problem solving

Organisational Skills:

Ability to manage multiple tasks and ensure accuracy in documentation.

Problem Solving:

Proactive in identifying and resolving operational issues.

Communication:

Effective communication with internal teams, carriers, and distribution services.

Technical Proficiency:

Familiarity with WMS, invoicing tools, and shipment tracking systems.

Desirable:

2+ years in a shipping and logistics environment. Experience working within an ecommerce business desirable. Preferably experience with Amazon or eBay, Debenhams, or other online sellers

Benefits:

Casual dress On-site parking Regular social events including summer & end of year parties. Spontaneous employee well-being treats An Amazon Birthday voucher Vouchers at Christmas to shop with F&F Staff Purchases NEST Pension Private medical insurance with Vitality health with various benefits including discounts on a gym membership.
Job Type: Permanent

Pay: Up to 27,400.00 per year

Benefits:

Canteen Casual dress Company events Employee discount Free parking On-site parking Private medical insurance
Ability to commute/relocate:

Bletchley. Milton Keynes., MK1 1LH: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (required) Warehouse: 1 year (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: Network Coordinator