Post Despatch Coordinator in Theale

Here at Westcoast, we are responsible for distributing some of the best-known global IT brands to resellers, retailers, and other organisations in the UK and beyond. We’re an innovative business which thrives on teamwork and the potential of our people. Join us and turn your passion into a paycheck!

Job Role: You will manage a set of customer accounts, acting as a first point of contact for your assigned account base to effectively manage all queries within specific SLA periods. This team takes a customer first approach, providing customers with confidence in Westcoast’s ability to deliver a comprehensive service from first stage quoting to query resolution, leading to continued repeat business. This is a non-call centre environment, primarily email based, with customers dealing directly with appointed advisors and developing close working relationships.

The role provides an excellent opportunity to gain a good understanding of all aspects of distribution from warehouse management to credit control, with the opportunity to gain further development either to a Senior Coordinator or in other areas within Westcoast.

If you join us, this is what your day to day will look like:

• Take responsibility of all assigned account queries and proactively manage until resolution, communicating with all relevant colleagues, parcel couriers, carriers, and warehouse and credit control staff.
• Raising RMA’s, Credit Notes, and warehouse queries.
• Chasing failed deliveries and providing further delivery instructions.
• Obtaining manufacturers required authorisations.
• Monitoring query types and alerting Manager of any noted patterns or trends.
• Providing copy POD’s and Credit Notes.
• Understanding the various return policies, validating returns requests, and raising RMA’s where applicable.
• Liaising directly with Sales and Vendors to ascertain any additional information required and ensuring this is provided swiftly and queries resolved promptly or escalated as necessary.
• Proactively look at account base and develop effective account management, based on the specific needs of your customer.
• Management of ad hoc activities as required.

Is this the role for you? To be successful in this role you will have some of the following skills and experience, and the desire to develop in other areas:

• Experience of working within a busy, pressurised Customer Service / Post Sales, or Administration environment.
• Methodical and applies logic to tasks and decision making.
• Works effectively under pressure – maintaining exceptional levels of attention to detail.
• Ability to adapt to changing situations with confidence and professionalism.
• Able to work well within a small team and takes a flexible and collaborative approach to tasks.
• An excellent communicator, internally and externally at all levels.
• Well organised and capable of managing your time and prioritising a busy workload.
• Able to work within tight guidelines and conform to strict SLA’s.
• Experience working in a distribution business would be beneficial, but not essential.

What will we do for you? This is an excellent opportunity to develop your knowledge and understanding of the IT industry, build a career with a Sunday Times Top Track 100 business and develop strong, long standing industry relationships. We will help you grow! To help you unlock your full potential and progress your career, we provide you with all the training and development opportunities you will need to succeed. We offer funded Apprenticeships, work-based studies, and professional qualifications. We have a generous benefits package including 25 days holidays and an employee referral bonus scheme. You’ll also have access to Westcoast Wellbeing – including full Employee Assistance services, access to mental health counselling, virtual GP, Physiotherapy and Perks and Rewards, enhanced family leave policies, life insurance and schemes including eye care and cycle to work. Our teams enjoy many social and charitable events throughout the year.