Westcoast Limited
Fulfilment Team Manager
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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 resources are 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.
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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 fulfillment, productivity, specialized shipment requests, cost control, and account-specific requirements.
Is this the role for you?
Skills
To be successful in this role, you will have some of the following skills and experience and the desire to develop in other areas:
- Strong operational experience within fulfillment, 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 fulfillment experience are desirable.
- Additional European language skills would be advantageous but are not essential.
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What’s in It for You?
This is a fantastic opportunity to immerse yourself in the IT industry, build lasting relationships, and grow with a Sunday Times Top Track 100 company.
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 counseling, 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.
What’s Next?
If you’re ready to join a company that values its people and rewards success, click apply to start the quick application process (5-6 mins).
Please note: Due to the high volume of applications, we may not be able to provide individual feedback for every candidate. If you don’t hear from us within 14 working days, kindly note that we have chosen to pursue other candidates for this opportunity. We appreciate your interest and encourage you to explore future opportunities with us.
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