Logistics Coordinator

About the role

Support logistics and fulfillment operations as key liaison between Koala teams and 3rd party logistics partners (Warehousing and Freight Partners) to ensure smooth and efficient day-to-day execution. Oversee processes, systems and reporting to troubleshoot/resolve issues, optimize workflows, and drive operational efficiencies that improve the customer experience and fulfillment performance.

Responsibilities

• Own and manage day-to-day logistics operations, tracking orders, troubleshooting issues, and optimizing workflows.
• Serve as a primary liaison between Customer Service, Warehousing, & Freight Partners.
• Conduct on-site warehouse visits every 1–2 weeks (or more, as needed) to oversee operations and troubleshoot on-site issues.
• Maintain logistics reporting by extracting, auditing, and analysing data across Shopify, the WMS, and order tracking systems to monitor order flow, surface insights, and act on issues affecting fulfilment performance.
• Work closely with our Customer Service team as well as 3PL warehouse partners to deliver against our high customer service standards while efficiently managing costs.
• Monitor inbound shipments, create ASNs and complete receipt processes to ensure accurate stock reconciliations and additional projects.
• Collaborate with finance team to ensure accurate inventory reconciliations.
• Assess on-time Small Parcel and LTL delivery performance against promised delivery windows and carrier SLAs, identifying at-risk orders before the customer is affected and driving resolution with warehouse and freight partners.
• Review sales forecasts and order volumes to balance workload across distribution points, adjusting allocation and order release to give warehouse partners a steady, predictable flow of work.
• Lead fulfillment process automation improvements to reduce manual tasks and increase operational efficiency.
• Proactively identify and investigate order exceptions and anomalies, resolving fulfilment issues at the source and improving reporting accuracy to mitigate recurring risks.
• Compile and monitor operational KPI metrics, using the insights to drive continuous process improvements and better fulfilment outcomes.
• Facilitate ad-hoc projects to support new initiatives and growth.

Ideal background

• 1–5 years exposure and experience with ecommerce fulfillment.
• Minimum of 2 years required in logistics, fulfillment, or supply chain operations (e-commerce, retail, or DTC brands preferred).
• Experience working with an ERP (NetSuite/SAP etc), Shopify and Warehouse Management Software (WMS) or similar tools is required.
• Strong analytical skills – ability to extract and manipulate data for order tracking, fulfillment metrics, and operational improvements.
• Experience collaborating with warehouse and CX teams to troubleshoot fulfillment issues.
• An interest in AI and automation.
• Hands-on experience with logistics order tracking software, reporting, and problem-solving in fulfilment operations.
• Detail-oriented with strong troubleshooting skills and the ability to resolve logistics challenges.
• Proactive and curious mindset – always thinking two steps ahead to improve processes.
• Takes end-to-end ownership of the role.
• Proficiency in Excel with a high level of attention to detail and exceptional organizational skills.
• Passionate about customer experience and ensuring a smooth order fulfillment.
• Growth mindset – opportunity to progress into more senior positions with excellent performance.
• Ability to understand the big picture and prioritize competing considerations.

Benefits

• Work From SofaBed (WFB) – Most of the team is located in LA and surrounding areas, but also happy for you to be fully remote.
• Generous time off – Koala life leave, volunteer, parental, and more to help keep your work-life balance, balanced.
• Surprise & delight – Free Koala products with ‘mates rates’ for your friends and family.
• Support & wellbeing – Access to an Employee Assistance Program, including unlimited sessions for financial, work, relationship, family or wellbeing support.
• Competitive 401k matching and comprehensive Anthem private health insurance plans.
• Accelerate your career via our Learning Management platform, as well as individual and team growth budgets and dedicated days.
• Community & connection – B Corp Certified, WWF Partnership, volunteer days, a member of SoftLanding, 1% for the Planet, and more.