As we grow, we are strengthening the operational backbone that supports our customers and launches.  The Operations & Fulfilment Coordinator owns the day-to-day coordination of order fulfilment, operational returns, inventory reconciliation and 3PL issue management across the UK and US. 

The Operations & Fulfilment Coordinator will work closely with the Head of Operations, Customer Experience and E-commerce teams to keep orders moving, record accurate data, and ensure operational issues are visible through to resolution.

Core Responsibilities of the Operations & Fulfilment Coordinator

Fulfilment & 3PL Liaison:

• Kai’s primary day-to-day operational contact for our 3PL partners across UK and US Act as the primary day-to-day contact with our 3PL partners across UK and US operations.
• Monitor daily order health and dispatch performance, identifying delayed, failed or exceptional orders and chasing action promptly. 
• Coordinate investigation and resolution of fulfilment discrepancies with the relevant 3PL. 
• Cross-reference 3PL dispatch data against shopify and fulfilment platforms order  to ensure accuracy and identify mismatches
• Maintain an open-issues log with named owners, next actions and due dates
• Provide the Head of Operations with perfromance data and operational insight to support formal management of 3PL relationships
• Escalate material, recurring or reputational sensitive failures in line with agreed thresholds

Returns & Exchanges:

• Own the full returns lifecycle - from customer request through to warehouse receipt, reconciliation, and resolution.
• Track authorised returns through warehouse receipt, condition checks, stock reconciliation and confirmation that the agreed refund or exchange can be completed.
• Maintain daily and weekly returns controls across the UK and US, including monthly reconciliation of aged and open returns.
• Maintain accurate records in Shopify, Swap and relevant fulfilment systems.
• Confirm operational outcomes to the Customer Experience team within agreed timescales; CX retains ownership of customer communication and overall case resolution.
• Identify recurring product, logistics or platform-related return issues and route them to the accountable team.

Inventory & Stock Control:

• Keep stock records accurate and movements coordinated across all warehouse locations and platforms.
• Monitor stock levels across warehouse locations and flag discrepancies between physical counts and system records.
• Coordinate stock movements - including transfers between locations, sample inventory, and inbound deliveries.
• Conduct regular inventory reconciliations against our fulfilment platform (Mintsoft / Extensiv) and Shopify.
• Support stock replenishment requests and ensure inbound deliveries are booked in correctly with the 3PL.
• Assist with physical inventory visits and sample management ahead of sales, press, and gifting events.

Customer Experience & E-commerce Support:

• Provide timely operational investigation while the CX team retains the customer relationship
• Respond to CX investigations concerning dispatch, stock, warehouse and return issues within internal service levels.
• Provide clear factual updates and expected next actions; CX communicates with the customer and closes the case.
• Meet regularly with the CX Manager to review recurring fulfilment contacts, delayed returns and warehouse errors.
• Work with the E-commerce Associate to correct SKU, barcode, variant and inventory-feed discrepancies.
• Contribute operational readiness evidence to the launch checklist before each drop or promotion.

Reporting & Process:

• Maintain the operational records and process documentation that keep the team informed and the business running consistently.
• Prepare regular operational reports covering fulfilment performance, returns volume, and inventory status.
• Maintain and develop SOPs for all core operations processes - fulfilment, returns, stock movements, and 3PL communication.
• Support continuous process improvement, identifying friction points and proposing practical solutions.
• Handle general operational admin - documentation, file management, and task coordination.

What Kai Collective is looking for:

• At least 2 years of stock/fulfilment experience
• Experience working with 3PL partners with a solid understanding of warehouse operations, order fulfilment, and logistics flows.
• Comfortable with fulfilment and inventory platforms - Mintsoft and/or Extensiv experience is a strong plus.
• Working knowledge of Shopify - order management, returns processing, and inventory updates.
• Confident with Google Sheets - able to build and maintain trackers, reports, and issue logs.
• Strong communication skills - clear, professional, and proactive with both internal teams and external partners.
• Highly organised and detail-oriented - able to manage multiple workstreams without things slipping through the cracks.
• Calm under pressure and structured in how you approach problems - you spot issues before they escalate.
• Proactive by default: you act without being asked and hold yourself to a high standard of delivery.
• Experience in fashion, lifestyle, or direct-to-consumer e-commerce is preferred.
• Full right to work in the UK.

*PLEASE NOTE

Tasks outside the above scope may occasionally arise. You will always be given appropriate notice and time to complete them.  The role supports UK and US fulfilment operations through an agreed communication and escalation model.  Planned flexibility may be required for major launches, inventory events or operational incidents. 

Application

Apply with a CV and a cover letter outlining your suitability and interest.