Online Orders Fulfilment Associate (Seasonal)

Key Responsiblities

Fixed-term contract: October to December with minimum guaranteed working hours of 24 per week (there may be a ​possibility for extension)
Applications close: 23 August 
Online interviews: late August
In-person interviews: early September 

As an Online Order Fulfilment Assistant, you will be responsible for the end-to-end processing of online orders, including reviewing and processing orders in the system, picking and packing purchased items, arranging courier collections, and communicating with customers when required.

You will play a key role in delivering the best possible experience for our online customers. Through accurate, timely, and customer-focused fulfilment, you will contribute to achieving online sales targets during peak trading periods while ensuring high levels of customer satisfaction throughout their seasonal and gift-shopping journeys.

Online orders 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 and accurately.
• Conduct quality control checks prior to fulfilment, ensuring products are correct, in good condition, and meet quality standards.
• Ensure all online purchases are packed carefully and professionally, demonstrating attention to detail and appreciation for our customers.
• Arrange courier collections and shipments, liaising with the Security Team to ensure all parcels are dispatched in a timely manner.
• Ensure that click-and-collect orders are stored securely and monitor the safe collection of all orders.
• Handle and dispose of customer personal information relating to processed orders in accordance with company policies and data protection requirements.
• Liaise with the Retail Services Operations Executive and contact customers by telephone when necessary regarding their orders.
• Work closely with the Retail Services Operations Executive to monitor and maintain adequate stock levels of packing materials.

 
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 successfully. 

Key relationships

Internal

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

External

• Third-party contractors for cleaning, security and courier

Skills, Knowledge & Experience

Essential

• Minimum of 1 year experience in online fulfilment within a high-end retail environment. 
• Minimum of 1 year experience in a customer-facing role within a retail, hospitality, or service 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.
• Strong organisational skills with the ability to prioritise workload and manage multiple tasks effectively. 
• Excellent attention to detail and a high level of accuracy. 
• A proactive and flexible approach to work, with the ability to work independently and as part of a team.

Desired

• Additional language skills, including Japanese, would be advantageous. 
• Strong time management skills with the ability to meet deadlines in a fast-paced environment. 
• 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 parcels 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

• Group life insurance scheme for all staff
• Free eyecare test voucher
• Remote GP app - including access to a GP, physiotherapy and mental health support 
• Employee discount for the Japan House Shop and Stand

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.