We’re looking for a detail-oriented and proactive Order Management Associate to support our growing international operations. This role plays a critical part in ensuring smooth and accurate order flow across both B2B and B2C channels, working closely with our 3PL partner, internal systems, and cross-functional teams. You’ll be responsible for monitoring daily order execution, troubleshooting exceptions, and helping us deliver a best-in-class customer experience. This is a full time role, in London, 5 days per week.

• Order Processing: Ensure timely and accurate processing of B2B and B2C orders via our Order Management System, coordinating closely with our 3PL and internal stakeholders.
• SLA & KPI Monitoring: Track and manage performance, ensuring service levels are consistently met for B2C and B2B shipments. Key KPIs include accuracy and on-time dispatch.
• Exception Handling: Monitor system and operational exceptions (e.g. address issues, stock availability, fulfilment delays), proactively flag and resolve with internal and external teams.
• Data Accuracy: Review and validate order data across D365 and WMS platforms to ensure fulfilment alignment and accurate customer shipments.
• Prioritization: Identify and escalate urgent or complex orders to ensure customer expectations are met, including eComm promos, HNW clients, and high-profile retail shipments.
• Returns Support: Liaise with Customer Service and 3PL to ensure timely processing of customer returns and credit issuance.
• Reporting: Assist in preparing daily/weekly order flow and exception dashboards. Support internal audits and performance reviews with relevant data.
• Process Improvement: Contribute ideas and support implementation of process updates that improve accuracy, speed, and system integration across platforms.