E-Commerce Operations Specialist

E-Commerce Operations Specialist

Location: Waltham Cross, Hertfordshire
Industry: Food Wholesale / FMCG / Food & Beverage
Department: Commercial
Employment: Full-time
Reports to: National Accounts, Trade Marketing & E-Commerce Manager

About the Role

We are looking for an E-Commerce Operations Specialist to manage the day-to-day operation of our e-commerce channel within a growing food wholesale and FMCG business.

This is a hands-on role focused on making sure our online product range is accurate, correctly priced, in stock and available to customers. You will work closely with the Commercial, Sales, Warehouse, Logistics and Finance teams to ensure orders are processed correctly and customer service levels are maintained.

The role would suit someone who understands how e-commerce works operationally and enjoys working with products, data, stock and order processes.

Key ResponsibilitiesE-Commerce & Product Catalogue

• Maintain accurate product listings across e-commerce channels
• Upload and maintain product descriptions, images, specifications and other product information
• Ensure product, pack size, pricing and promotional information is accurate
• Keep catalogue information up to date when products are added, changed or discontinued
• Identify and correct catalogue errors quickly

Pricing & Promotions

• Enter and maintain standard and promotional pricing
• Support the Commercial team with campaign and promotional set-up
• Ensure promotions go live correctly and on time
• Check online pricing and promotional activity regularly
• Flag pricing discrepancies or issues to the relevant team

Stock & Availability

• Monitor online stock availability
• Ensure inventory information is synchronised accurately between systems
• Identify products showing as unavailable or out of stock
• Work with Warehouse, Logistics and Commercial teams to resolve stock issues
• Monitor availability and highlight recurring stock problems

Orders & Operations

• Monitor incoming e-commerce orders and order status
• Investigate and resolve order exceptions
• Work with Warehouse and Logistics to ensure orders are processed and dispatched on time
• Follow up on cancelled, delayed or incomplete orders
• Monitor service levels and marketplace requirements
• Ensure orders meet agreed operational standards

Returns & Customer Issues

• Monitor returns and cancellations
• Follow up on recurring product or order issues
• Work with relevant teams to resolve customer and marketplace issues
• Monitor customer reviews and identify recurring operational or product-related problems

Reporting & Performance

• Prepare regular e-commerce performance reports
• Track product availability, catalogue accuracy, order performance and returns
• Monitor key operational KPIs and highlight areas requiring action
• Provide regular updates to the National Accounts, Trade Marketing & E-Commerce Manager

Key Performance Indicators

The role will be measured against:

• Perfect-order rate: 97%+
• Catalogue accuracy: 99%+
• In-stock availability: 98%+
• On-time dispatch: 98%+
• Returns and cancellations: 3% or below
• Timely resolution of order and catalogue issues
• Accurate and timely reporting

Experience & Background

We are looking for someone with experience in e-commerce operations, FMCG, food & beverage, wholesale, retail or distribution.

Ideally, you will have:

• Previous experience in an e-commerce operations, e-commerce trading, marketplace or online retail role
• Experience managing product catalogues and product data
• Good understanding of pricing, promotions, stock and order management
• Experience working with e-commerce or ERP systems
• Strong Excel and data-handling skills
• Good attention to detail and ability to spot discrepancies
• Experience working with warehouse, logistics, sales and commercial teams
• An understanding of FMCG or food products is highly desirable

Experience working with major retailers, marketplaces or online grocery platforms would be an advantage.

Person Specification

You will be:

• Highly organised and detail-focused
• Comfortable working with large amounts of product and order data
• Commercially aware
• Good at identifying and solving operational issues
• Comfortable working across different teams
• Able to work independently and follow issues through to resolution
• Practical and hands-on rather than purely strategic

About the Business

We are a growing food wholesale and FMCG business based in Waltham Cross, supplying a wide range of food and beverage products.

The role sits within the Commercial team and works closely with National Accounts, Trade Marketing, Sales, Warehouse, Logistics and Finance.

This is an opportunity to join a growing business where the e-commerce channel is developing and where you will have direct responsibility for keeping the operation running accurately and efficiently.

Pay: £32,000.00-£38,000.00 per year

Benefits:

• Casual dress
• Free parking

Work Location: Hybrid remote in Waltham Cross EN7