The Company
The Outform Group is an award‑winning global innovation agency. We partner with some of the world’s most recognisable brands and retailers to transform customer experience through insight, technology, and creativity. Our ambition is to be revered as the agency shaping the Future of Retail, and in EMEA we continue to grow with pace and purpose.
The Opportunity
We are seeking a highly organised and proactive Fulfilment & Portal Coordinator to join our team. This role is essential to ensuring the smooth operation of our spare parts fulfilment ecosystem, supporting retail display programmes across EMEA. You will be the guardian of our fulfilment portal, ensuring accuracy, efficiency, and exceptional service for our clients and retail partners.
The Role
This role is responsible for monitoring, maintaining, and optimising Outform’s spare parts and fulfilment portal. You will manage stock levels, process maintenance tickets, coordinate replacement parts, and ensure timely fulfilment to stores or installation engineers. A detail‑driven coordinator with strong communication skills, you will act as the operational backbone of our after‑sales support function.
Job Title: Fulfilment & Portal Coordinator- Beauty
Reporting to: Beauty Services PM
Location: London or Fleet, UK
Hours of Work: 9am – 5.30pm, 37.5 hours per week
Key Responsibilities
Portal & Stock Management
Portal oversight — Monitor and maintain the spare parts fulfilment portal, ensuring all data is accurate, up to date, and aligned with live retail display programmes.
Stock level management — Track inventory levels across all spare parts, identifying replenishment needs and coordinating with internal teams to maintain optimal stock.
Data accuracy — Ensure product codes, descriptions, imagery, and technical information are correctly maintained within the portal.
Reporting — Generate regular reports on stock usage, ticket volumes, fulfilment timelines, and recurring issues.
Maintenance Ticket Handling
Ticket triage — Receive and assess maintenance tickets submitted by clients or retailers, identifying the issue and determining the appropriate response.
Replacement coordination — Arrange dispatch of spare parts either directly to stores or via an installation engineer, depending on the complexity of the issue.
Issue resolution — Liaise with internal teams (production, engineering, logistics) to resolve technical or fulfilment‑related queries.
Client communication — Provide clear updates to clients and retailers on ticket status, expected delivery times, and next steps.
Operational Coordination
Process optimisation — Continuously review fulfilment workflows to improve speed, accuracy, and customer experience.
Cross‑functional collaboration — Work closely with logistics, warehouse, engineering, and client services teams to ensure seamless fulfilment operations.
Quality assurance — Ensure all dispatched parts meet Outform’s quality standards and are packaged appropriately for safe delivery.
Engineer scheduling — Coordinate with installation partners when on‑site support is required.
Client & Retailer Support
Relationship management — Build strong working relationships with clients and retail partners, ensuring a high‑quality after‑sales experience.
Guideline adherence — Ensure all fulfilment activity aligns with retailer requirements, store processes, and visual merchandising standards.
Service excellence — Act as a trusted point of contact for all spare‑parts‑related queries, ensuring timely and professional communication.
Key Skills and Experience
Proven experience in retail operations, after‑sales support, logistics coordination, or fulfilment management.
Strong understanding of inventory systems, ticketing platforms, or portal‑based workflows.
Excellent communication and stakeholder‑management skills.
High level of accuracy, organisation, and attention to detail.
Ability to multitask and prioritise in a fast‑paced environment.
Proficient in Microsoft Office Suite and comfortable learning new digital tools.
Analytical mindset with strong problem‑solving abilities.
Proactive, self‑motivated, and committed to delivering exceptional service.
Package
Salary: Competitive, depending on background and experience
Benefits:
5% company pension contribution
Private healthcare and Medicash plan
Death in Service (DIS) insurance
27 days holiday
EMEA Bonus