Senior Customer Fulfillment Specialist Ecom

At Rituals, we believe every detail matters — especially after the moment a customer places an order. As a Senior Customer Fulfillment Specialist E-commerce, you ensure that our promise to the consumer is flawlessly delivered. You play a key role in connecting Digital, Customer Relations and Logistics, making a direct impact on our global e-commerce performance.

In this position, you are responsible for the end-to-end digital order flow for our consumers across RITUALS.com, our consumer app, Click & Collect, Ship from Store and marketplaces, currently serving 33+ countries. You oversee execution, resolve operational challenges and continuously improve processes to ensure a seamless and premium customer experience. You manage and interact with B2C carriers and/or third party logistics to ensure daily execution runs smoothly for perfect order fulfillment.

You act as the single point of contact for non-commercial order-related topics and guide more junior colleagues within the team. In addition, you lead medium-sized projects and continuous improvement initiatives that support scalability, automation and service excellence.

Your key responsibilities:

• Execute, monitor and optimise the B2C fulfilment process from payment to delivery and returns.
• Ensure deliveries are executed in line with the consumer promise, with a strong focus on accuracy, speed and customer satisfaction.
• Own and analyse consumer service KPIs such as on-time delivery and customer contacts, translating insights into corrective actions.
• Act as KPI owner for consumer service and ambassador for B2C customer experience.
• Collaborate closely with Digital, Customer Relations, Finance and Tech&Data teams.
• Prepare and facilitate successful execution of key commercial moments such as Black Friday, sales, launches and marketplace events.
• Drive automation and process improvements to reduce workload and increase reliability.
• Lead and deliver medium-sized projects and continuous improvement initiatives within agreed timelines.
• Organise and chair operational reviews with stakeholders, ensuring alignment on availability, logistics, promotions and launches while keeping escalations to a minimum.

Qualifications

• Excellent communication and stakeholder management skills.
• Strong understanding of digital fulfilment, order management and logistics processes.
• An analytical, proactive and service-minded approach.
• Experience working with order management tools (EVA, Biztalk, Splunk)
• Advanced MS Office skills; experience with Power BI or other data visualisation tools, as well as BigQuery is a plus.
• Fluency in Business English; Dutch is preferred.
• The ability to prioritise, maintain oversight and coach junior colleagues.

Your background

• Bachelor’s degree (HBO level or equivalent), preferably in Supply Chain, Operations or a related field.
• 2–3 years of relevant experience in order management, e-commerce or digital flows, ideally within a Retail or FMCG environment.

Additional Information

YOUR PATH TO A NEW CAREER

Grow with us! The next steps are:

1. Apply via our website (make sure you meet the requirements and tell us why you apply)
2. Our recruiter will contact you within 10 working days.
3. A first interview follows in our Central Head Office in Amsterdam. 
4. You do an online assessment.
5. You have the second interview.
6. In the event of a positive outcome, you will receive a proposal with the terms of employment.

Any questions? Our recruiter is happy to speak to you via Pieter.deboer@rituals.com.

Please note that applications via e-mail and LinkedIn are not taken into consideration. 

We kindly ask recruitment agencies to refrain from acquisition efforts. Unsolicited CVs or resumes will not be taken into consideration and will be treated as not received