Logistics Coordinator Customer Care Acton Warehouse

Job Title: Logistics Coordinator Location: Hybrid - Acton, London Reporting To: Logistics Manager Who we are

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people's lives by opening access to a more beautiful world.

From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible.

Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry.

We are proud to have received:

• Responsible Jewellery Brand, 2026 - Country & Town House
• Responsible Business of the Year, 2025 - Positive Luxury
• Top 50 Inspiring Workplaces (UK & NI), 2024 - Inspiring Workplaces

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female-founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery.

We are looking for a Logistics Coordinator to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

Where we need your help

As a Logistics Coordinator you will own the day-to-day operational heartbeat of the logistics team, acting as the first point of escalation when web deliveries go wrong, managing our logistics inbox, overseeing inbound flows, and building our understanding of claims and lost in post data. You will work closely with our Logistics Manager and Senior Trade Partner Associate, freeing the team to focus on carrier strategy, commercial negotiations, and regulatory compliance, while you ensure nothing slips operationally. This is a hands-on role for someone who thrives on ownership, urgency, and keeping many plates spinning at once.

What you'll do Web Delivery & Carrier Escalations:

• Act as the day-to-day escalation point for web shipment delivery issues - proactively chasing carriers when shipments are running late, at risk of failure, or require intervention.
• Liaise directly with carrier operations teams to resolve inflight issues, securing updates and remedial action on behalf of customers and the Customer Care team.
• Monitor delivery performance indicators and flag emerging patterns or carrier issues to the Logistics Manager.
• Develop clear processes for the Customer Care team to follow when escalating delivery queries, reducing response time and improving consistency.

Logistics Inbox & Administration:

• Own and manage the logistics inbox, triaging enquiries and ensuring timely, accurate responses.
• Review and approve carrier and supplier invoices, checking for accuracy against agreed rates and flagging discrepancies to the Logistics Manager.
• Develop and document processes to handle common query types, reducing reliance on ad hoc knowledge.

Trade Partner Liaison:

• Work closely with the Senior Trade Partner Associate to support the logistics aspects of wholesale orders where needed, including documentation and carrier coordination.
• Create manual commercial invoices for partners requiring them, ensuring accuracy and timely turnaround.

Claims & Lost in Post Analysis:

• Monitor and analyse lost in post and claims data across carriers, identifying trends, patterns, and anomalies.
• Maintain a structured claims tracker and produce regular summaries for the Logistics Manager and wider CX team.
• Support the identification of serial claimant activity and flag cases requiring further investigation.
• Work with carriers to progress and resolve outstanding claims efficiently.

Inbound & Supplier Logistics:

• Oversee inbound shipments from suppliers into the business, tracking progress and resolving delays or discrepancies.
• Liaise with suppliers and the fulfilment centre to ensure smooth receipt of stock.

Product & Systems Administration:

• Set up and maintain product records on the Order Management System, ensuring accurate HS codes, country of origin, and pricing data.
• Support carrier invoice processing and flag discrepancies to the Logistics Manager for review.

What you'll bring Connect & Empower

• Collaborates Proactively - you build trusted relationships across various functions, ensuring reports and updates are shared efficiently
• Communicates Effectively - you are a confident communicator, comfortable dealing with external partners including carriers and wholesale accounts.

Drive & Deliver

• Workflow Management - you have a proactive, self-directed approach, you take ownership and don't wait to be told what to do next.
• Focuses on the Right Thing - you have a strong attention to detail particularly when it comes to order and customer data. You are analytical and are comfortable working with large data sets.
• Delivers Results - have proven demonstrable experience of managing operational workflows and exceeding KPIs.

Grow & Adapt

• Challenges & Commits - you have a genuine curiosity for learning - whether that is new tools, techniques or processes
• Embraces Change - you are comfortable working in a fast-paced, high-growth environment where priorities can shift and pragmatism is valued
• Reflects & Learns - you are open to feedback and reflective about how to improve your own approach

Master & Apply

• Solid working knowledge of shipping, carrier operations, and customs and documentation basics, you won't need to be taught the fundamentals.
• A data-curious mindset with the ability to spot patterns and present findings clearly.

To be successful at Monica Vinader, it helps if you

• Are hands-on, solutions-focused, and entrepreneurial
• Collaborate openly with humility, honesty, and humour
• Embrace learning, teaching, and personal growth
• Stay resilient, adaptable, and self-motivated in a creative environment
• Speak up when you don't know - and act fast to figure it out

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Increased travel to our warehouse in Acton, London may be required - particularly in our peak periods.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

We put our customers at the centre of every decision and deliver thoughtful, personal experiences.

Caring

We act with respect and empathy for people, communities, and the planet.

Fast Paced

We move with focus and flexibility to make progress quickly and decisively.

Exceptional

We hold ourselves to high standards and are always learning, improving, and raising the bar.

Commercial

We make smart, data-led decisions that create long-term value for the business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:

Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.