Stock Control and Retail Services Operation Assistant

Key Responsiblities

Applications close: 23 August
Online interviews: late August
In-person Interviews: early September

As a Stock Control and Retail Services Operations Assistant, you will support two key operational functions:

• Stock Control: Managing the end-to-end delivery process, including receiving goods, pricing, stock storage, and stockroom organisation.
• Retail Services Operations: Managing online shop fulfilment by checking orders, packing products, and dispatching orders accurately and on time.

This role plays a vital part in ensuring efficient stock management, driving profitability and sales through accurate stock control and product availability, while also contributing to a seamless customer experience both in-store and online.

Provide support in carrying out the following responsibilities under the direction of the Stock Controller:
 
Physical stock management  

• Receive, unpack, check, and register all deliveries accurately.
• Organise and optimise stock areas, ensuring shelves are clearly labelled and products are easily accessible. 
• Ensure all physical stock is handled, stored, and monitored appropriately throughout its journey from receipt to sale.
• Support the improvement of stock control through well-organised stock areas and accurate, up-to-date inventory records.
• Provide the Front of House team with accurate product and stock information, enabling them to confidently engage with customers and complete both in-store and online sales.
• Maintain stock security and minimising stock loss.
• Carry out regular cycle counts and update inventory records accordingly.
• Support the planning and execution of the annual stocktake.

 
Inventory record maintenance 

• Work with FoH team and process loss reports in a timely manner and keep inventory data correct, highlighting any issues to Stock Controller.
• Monitor and updates to stock systems as appropriate recording and investigating any shortfalls 
• Managing relationship with external storage provider, arranging regular incoming/outgoing stocks, and updating inventory records 

Provide support in carrying out the following responsibilities under the direction of the Retail Services Operation Executive: 

Online order fulfilment 

• Responsible for the day-to-day operation of the end-to-end online fulfilment process.
• Monitor the online order system and process orders promptly to ensure the delivery deadlines are met.
• Conduct quality control checks prior to fulfilment, ensuring products are accurate, in good condition, and meet quality standards.
• Ensure all online purchases are packed with care and attention to detail, reflecting the brand value and appreciation for our customers.
• Arrange courier collections and shipments. Liaise with the Security Team to ensure all processed parcels are dispatched in a timely manner.
• Ensure click-and-collect orders are stored securely and monitor the safe collection of all orders.
• Handle and dispose of customer personal information in accordance with company policies and data protection requirements.
• Work closely with the Retail Services Operations Executive to monitor and maintain adequate stock levels of packing materials.
• Report any inventory discrepancies, stock shortages, or fulfilment-related issues promptly. 

 
Risk management 

• As an employee of Japan H.L. Limited, Under Section 7 of the Health and Safety at Work etc.  Act 1974 you are responsible for your personal safety and that of your colleagues, including others who may be affected by the Companies activities. Additionally, you must also co-operate with the Company to enable it to discharge its own responsibilities 

Key relationships

Internal

• Stock Controller 
• Retail Services Operations Executive 
• Retail Duty Manger 
• Retail Services Manager 
• Merchandising Team 
• Retail Marketing & Digital team
• Operations and Health & Safety team 

 
External

• Third-party contractors for cleaning, security and couriers

Skills, Knowledge & Experience

Essential 

• Minimum of 1 year's experience in stock control and/or online fulfilment within a high-end retail environment. 
• Excellent English communication skills, both written and verbal, with the ability to operate to a high business standard. 
• A commitment to maintaining high operational standards and delivering excellent customer service.
• Excellent attention to detail and a high level of accuracy. 
• Strong organisational skills with the ability to prioritise workload and manage multiple tasks effectively.
• A proactive and flexible approach to work, with the ability to work independently and as part of a team.
• Strong time management skills with the ability to meet deadlines in a fast-paced environment. 

Desirable

• Additional language skills, including Japanese, would be advantageous. 
• Experience using inventory management systems and maintaining accurate stock records. 
• Good working knowledge of Microsoft Office.

Japan House London is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. We look forward to receiving applications from all, and particularly those from under-represented groups as we develop our team.

Work Environment

• Most duties will be carried out in the back-of-house areas of Japan House London.
• The role involves the handling and movement of stock and products.
• Standard working hours are 8 hours per day, Monday to Friday.
• Occasional additional hours may be required to support projects, events, and other business needs outside of standard working hours.
• Holidays requests may be restricted during November and December in the peak Christmas trading period 

The physical environment of Japan House London is attractive, welcoming, and of the highest quality, with services, products, retail, and facilities thoughtfully designed and delivered to meet the needs of customers and visitors.
All members of the Retail Services team play an important role in achieving high levels of customer and visitor satisfaction, in line with the Japanese concept of Omotenashi: anticipating and fulfilling guests' needs with genuine care, attention to detail, and exceptional hospitality.

“Translated simply, Omotenashi means the Japanese way of treating a guest. It blends a welcoming spirit with warmth, understanding, and above all respect. The concept is all-encompassing. The Japanese language makes no distinction between ‘guest’ and ‘customer.’ In English, the concept of ‘service’ suggests a hierarchy between the ‘server’ and the ‘customer.’ The Japanese Omotenashi, however, is based on a non-dominant relationship between equals – between the person offering the service (the host) and the person receiving it (the guest or customer). To practise Omotenashi, the host pays close attention to detail and is committed to anticipating the needs of the guest, smiling sincerely and setting a happy, relaxed mood. When authentic, Japanese hospitality and service exceed the expectations of the guests. At its most exquisite, Omotenashi offers a guest a once-in a-life-time experience…”

Benefits

• We are an accredited Living Wage Employer committing to raising hourly rates of pay in line with the London Living Wage
• Generous holiday allowance – full-time allowance is up to 36 days per year inclusive of public and bank holidays
• Group life insurance scheme for all staff
• Remote GP app - including access to a GP, physiotherapy and mental health support 
• Cycle to work scheme
• Employee discount for the Japan House Shop and Stand
• Discount platform for high street shops
• Access to perks and discounts local to Kensington High Street, London
• Personal learning budget to spend on personal development (after 6 months’ service)
• successfully. 

About us

At Japan House London we offer the opportunity to experience the best and latest from Japan. Located on London’s Kensington High Street, the experience we cultivate is an authentic encounter with Japan, engaging and surprising even the most knowledgeable guests.  
 
Presenting the very best of Japanese art, design, gastronomy, innovation, and technology, we work to deepen the visitor’s appreciation of all that Japan has to offer. At the same time, we cultivate our own understanding of Japan and Japanese cultures.