About the role

Every P.Louise order is a promise to a customer, and a lot of these orders are now picked, packed and despatched by our third-party logistics (3PL) partners. The Fulfilment Administrator is the person who makes sure those partners deliver on that promise.

You'll be the day-to-day link between P.Louise and our 3PLs, keeping a close eye on service levels, spotting problems early, and working with Customer Services and other teams to put things right quickly. You'll give management a clear, regular picture of how fulfilment is performing and where it needs attention.

Twelve months in, success looks like this: our 3PL partners consistently hit their SLAs, despatch issues are resolved quickly and don't repeat, and management trusts your reporting as the single view of fulfilment performance.

Key responsibilities

• 3PL partner management: Act as the main day-to-day contact for our 3PL partners, monitoring performance against agreed SLAs (despatch times, order accuracy, stock availability, returns processing) and following up promptly where targets are missed.
• Performance reporting: Produce accurate daily, weekly and monthly reports on fulfilment performance, SLA compliance, backlogs and key trends, and present findings clearly to management.
• Raising issues and concerns: Identify and escalate operational issues, risks and concerns early, with the facts, the impact and a recommended next step, and track them through to resolution.
• Resolving despatch issues: Work with Customer Services, Ecommerce, Warehouse and Finance to investigate and resolve despatch issues, including late, missing, damaged or incorrect orders.
• Root cause and improvement: Keep clear records of incidents, root causes and agreed actions, and help drive process improvements that stop the same problems recurring.
• Data accuracy: Support stock and order visibility across 3PL portals and internal systems, flagging discrepancies between what's expected and what's shipped.