Role Purpose

The Digital Fulfilment Coordinator plays a pivotal role in supporting day-to-day operations, ensuring smooth and efficient business operations. This role is primarily responsible for managing operational and fulfilment-related activities, including responding to operations tickets, coordinating with vendors, stores, and freight providers, and ensuring orders are delivered to customers on time and in excellent condition.

Working closely with the Operations team and reporting to the Digital Fulfilment Manager, the role provides operational support across vendor and store management, order fulfilment, issue resolution, and incident management. This position involves detailed administrative work and requires regular communication with vendors, stores, and freight providers to ensure agreed KPIs and service standards are consistently met.

General Responsibilities

• Uphold and embody the organization’s values in all activities.
• Complete all company-directed learning and development initiatives in a timely manner.
• Undertake other duties as required to support team and operational objectives.
• Ensure health and safety matters are raised and addressed at the appropriate level.

Schedule: Mon to Fri, preferred working hours: 9:00 AM – 6:00 PM (1-hour unpaid lunch, two 15-minute paid breaks)

Independent Contractor Perks

• Health Insurance Coverage for eligible locations
• Permanent work from home
• Immediate hiring

Key Role Responsibilities

• Respond to and manage operations and fulfilment-related tickets, ensuring timely resolution and clear communication with internal stakeholders, stores, and vendors.
• Monitor orders end-to-end and proactively follow up with vendors to ensure dispatch and delivery SLAs are met.
• Maintain regular contact with stores and vendors to chase order updates, resolve fulfilment issues, and support day-to-day operations.
• Provide clear and professional guidance to vendors and stores regarding operational requests, fulfilment processes, and required actions.
• Liaise with freight providers to track shipments, investigate delays, confirm delivery outcomes, and coordinate re-bookings or replacement labels as needed.
• Collaborate with Customer Service teams and, where necessary, customers to resolve fulfilment and delivery-related issues promptly and professionally.
• Check, update, and validate freight labels, tracking details, and shipment information to ensure accuracy and visibility.
• Raise, manage, and track operational incidents, including delivery delays, failed pickups, damaged or missing freight, and fulfilment exceptions, escalating issues as required.
• Process and manage credit notes, operational adjustments, and corrections in line with agreed processes.
• Provide daily operational support to the fulfilment team and manager, assisting with workload management and issue resolution.
• Follow established operational and fulfilment processes to ensure consistency, accuracy, and service standards are maintained.
• Contribute to continuous improvement by identifying recurring issues, process gaps, and opportunities to enhance fulfilment efficiency and service outcomes.

Requirements
Experience:

• Previous experience in operations, fulfilment, or customer service support within retail, e-commerce, or dropship environments preferred.
• Experience coordinating freight activities, including pickups, rebookings, label checks, and tracking updates.
• Experience liaising with vendors, freight providers, or third-party partners.
• Experience managing operational documentation, credit notes, and fulfilment adjustments with a high degree of accuracy.

Core Skills & Competencies

• Teamwork and collaboration
• Strong communication and relationship-building
• Analytical and problem-solving skills
• Time management and organizational ability
• Attention to detail and accuracy
• Ability to work under pressure and proactively assist others
• Commitment to continuous improvement

Behavioral Competencies

• Safety: Takes personal responsibility and promotes a safe work environment
• Approach & Attitude: Flexible, proactive, and willing to help
• Communication: Clear written and verbal skills
• Customer Focus: Anticipates needs and builds positive relationships
• Results & Solutions: Driven to achieve results and improve processes

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions that fulfill all requirements will receive priority review.