Fulfilment Team Manager

At Westcoast, we take pride in distributing some of the most renowned global IT brands to resellers, retailers, and organizations across the UK and beyond. As an innovative and inclusive company, we thrive on teamwork and the diverse talents of our people. We invite you to turn your passion into a rewarding career with us!

The Role Purpose

Lead the day-to-day performance, development and service delivery of the Fulfilment Operations team, ensuring high-volume customer orders are managed accurately from receipt through to shipment and delivery across UK and European fulfilment activity. The role balances people leadership, operational control, customer experience, productivity and continuous improvement.

The Job Role

Working closely with the Fulfilment Operations Manager, Team Leaders and wider operational departments, the Fulfilment Team Manager coordinates workload, supports escalations, develops team capability and helps drive consistent, customer-focused service across complex accounts, warehouses, 3PL providers and internal stakeholders.

Your Day-to-Day Responsibilities Will Include

People Leadership and Performance

• Lead, motivate and support Team Leaders, Operations Coordinators and Purchasing Coordinators, creating a positive, accountable and high-performing culture.
• Coordinate workloads, review priorities and redistribute tasks to ensure resource is aligned to customer and business demand.
• Manage team and individual performance against agreed KPIs, recognizing strong performance and addressing underperformance constructively.
• Run regular team meetings and one-to-ones, setting clear expectations and identifying training, onboarding and development needs.

Operational Delivery and Customer Service

• Oversee end-to-end order management for high-volume and key customer accounts, ensuring orders progress accurately through shipment and delivery.
• Ensure deliveries meet customer requirements, including booking, routing, compliance and shipment instructions.
• Support stock availability, allocation, backorder management and fill-rate activity.
• Ensure queries, complaints, delivery issues, RMAs, credit notes and warehouse queries are owned through to resolution within agreed service expectations.

Stakeholder Management and Escalation

• Act as the management escalation point for team, customer and partner issues, resolving within remit and escalating higher-risk matters appropriately.
• Build strong relationships with customers, Product, Finance, Shipping, Warehouse, Logistics, IT, carriers, warehouses and 3PL providers.
• Represent Fulfilment in meetings and conference calls, preparing updates, issuing minutes and ensuring agreed actions are followed up.
• Communicate key risks, service issues, progress updates and recommendations clearly to the Fulfilment Operations Manager and relevant stakeholders.

Improvement, Insight and Commercial Awareness

• Use reporting, customer feedback and performance trends to identify recurring issues, service risks and opportunities for improvement.
• Drive practical process improvements, SOP documentation, system-testing support and operational efficiencies within the team.
• Support onboarding of new accounts and operational change activity, ensuring setup is robust and customer experience is protected.
• Maintain a commercially aware approach to fulfilment, productivity, specialized shipment requests, cost control and account-specific requirements.

Is this the role for you?

Skills

• Strong operational experience within fulfilment, logistics, customer operations, sales support or a similar fast-paced service environment.
• Proven ability to lead, motivate and manage a team in a target-driven environment with changing priorities and pressure points.
• Confident communicator able to manage stakeholders at different levels, articulate issues clearly and drive actions to completion.
• Strong problem-solving skills, with the ability to own escalations, analyze trends and make practical improvement recommendations.
• Commercially aware, customer focused and confident using Excel/reporting to support decisions. Advanced Excel, 3PL, multi-warehouse and international fulfilment experience are desirable.
• Additional European language skills would be advantageous but are not essential.

What’s in It for You?

• Growth Opportunities: We offer training and development opportunities to help you reach your full potential. Whether it’s funded apprenticeships, work-based studies, or professional qualifications, we’ve got you covered.
• Generous Benefits Package: Enjoy 25 days of holiday, employee referral bonuses, perks and discounts. (Theale only – New fully equipped gym available 24/7).
• Wellbeing Support: Access to Westcoast Wellbeing services including mental health counselling, virtual GP services, physiotherapy, life insurance, eye care schemes, and more.
• Community & Connection: Our teams enjoy social and charitable events throughout the year, fostering a strong sense of belonging.

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