Logistics Operations Coordinator

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 Hermès 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 Hermès 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 sup...