Overview
E-Commerce Operations Manager - Remote - UK Company
SOLSKIN is a science-led, family-owned brand that aims to inspire self-care and confidence through innovative tan-care products, formulated for all skin types (especially sensitive ones). The company has built a social following and is growing its team to support next phase expansion.
Responsibilities
PO Management : Manage the full lifecycle of purchase orders (POs), from raising them with suppliers through to confirming receipt at our UK warehouse.
Freight Coordination : Coordinate the shipping and freight of products, ensuring timelines are met and paperwork is accurate.Inventory Accuracy : Keep stock records up to date, ensuring inventory levels are accurate across reports and systems.Issue Resolution : Flag delays or issues early and work with suppliers or freight partners to resolve them quickly.Forecasting Support : Track sell-through and help forecast future stock needs, ensuring POs are raised on time.Supplier Communication : Maintain regular contact with suppliers to confirm lead times, timelines, and resolve production or delivery challenges.Logistics & 3PLPartner Management : Act as the main point of contact for the 3PL partner, building a strong working relationship and ensuring day-to-day operations run smoothly.
ASN Creation : Create and track ASN (Advanced Shipping Notices) for inbound stock so the warehouse team is prepared for deliveries.Order Monitoring : Monitor the 3PL portal and Shopify daily to ensure customer orders are processed and shipped correctly.SLA Oversight : Track service levels against SLAs, escalate issues when needed, and hold the 3PL accountable for performance.Problem Solving : Troubleshoot fulfilment or shipping problems and implement solutions to prevent recurrence.Returns Management : Oversee returns flow with the 3PL, ensuring returned stock is processed accurately and efficiently.Shipping Improvements : Identify opportunities to reduce shipping costs or improve delivery speeds in collaboration with the 3PL.Customer ServiceCX Oversight : Oversee smooth running of customer service operations to ensure fast, helpful support.
Brand Standards : Ensure response times and tone of voice are consistent with brand standards across all channels.Feedback Analysis : Monitor customer feedback to identify recurring issues and share insights with the wider team to improve processes.Team Collaboration : Work with the Managing Director and Customer Service team to continuously improve the customer experience.Knowledge Base : Create and maintain FAQs, macros, and process documents for consistent handling of queries.Reporting : Provide regular updates on customer service performance to the MD and wider team.Other ResponsibilitiesSupporting the team around key campaigns, activations and events.
Qualifications
2 to 3 years’ experience in operations, logistics, or supply chain (e-commerce experience a big plus).Strong organisational skills — you love keeping things running smoothly.Confidence using Shopify and / or 3PL tools (or willingness to learn quickly).Great communicator who thrives in a fast-moving, small-team environment.Problem-solver who isn’t afraid to get stuck in.Detail-focused and proactive, with a drive to improve processes.Benefits
Remuneration
Salary - competitive (based on experience)
Work / life balance
Remote role with Surbiton’s office optional (Greater London)
Flexible shooting locations; could be central London one day, your bathroom, a shoot house, or the office
Health, Wellbeing & Socials
Holiday - 25 days plus bank holidays
Product - free SOLSKIN products and samples from group companies
SOLSQUAD swag
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Management and Manufacturing
Industries
Retail
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