St. C Travel Goods Ltd / Goplaces.co.uk - Warehouse & Customer Service Coordinator
Location: Partridge Green (near Horsham), West Sussex
Department: Warehouse & Logistics
Reports to: Warehouse & Logistics Manager
Job Type: Full-time 8.30am – 5.30pm
About the Role
We are looking for a Warehouse & Customer Service Coordinator to join our team and play a key role within our e-commerce and wholesale travel goods business.
This is a hands-on, varied role for someone who is equally comfortable helping a customer choose the right suitcase as they are picking and dispatching orders from the warehouse. You will be one of the main points of contact for our Go Places customers, handling enquiries, returns, delivery issues and warranty claims, while also supporting the day-to-day running of the warehouse and fulfilment operation.
You will work closely with the Warehouse & Logistics Manager, helping to ensure orders are fulfilled accurately and efficiently, stock is well organised, and customers receive a high level of service from order through to aftercare.
Key Responsibilities
Customer Service
- Act as a key customer service contact for Go Places, dealing with customer enquiries by phone, email and other relevant channels.
- Advise customers on which suitcase or product is most suitable for their needs.
- Manage customer returns from initial enquiry through to resolution.
- Liaise with DPD regarding missing, delayed or misdelivered parcels and resolve courier-related issues on behalf of customers.
Warranty & Repairs
- Manage customer warranty claims from initial contact through to resolution.
- Assess warranty issues and arrange the collection of faulty or damaged cases from customers.
- Coordinate the return of products to manufacturers for assessment, repair or replacement.
- Handle warranty enquiries for our own-brand Qubed products. Arrange repairs, replacement parts and replacement products where required.
Order Picking & Fulfilment
- Pick and fulfil customer orders accurately and load outgoing orders onto trucks safely and efficiently.
- Liaise with DPD to ensure there is sufficient van capacity to dispatch all daily orders.
- Help resolve any fulfilment or dispatch issues that may affect customer deliveries.
Warehouse & Logistics Support
- Work closely with the Warehouse & Logistics Manager to support the smooth running of the warehouse.
- Assist with regular stock takes and maintain accurate stock records.
- Help organise and maintain warehouse stock to ensure products are stored safely, efficiently and are easy to locate.
- Assist with incoming wholesale containers and deliveries, including unloading, checking and organising stock.
- Operate forklift trucks safely and responsibly as required.
Skills & Experience
Essential:
- Valid Forklift Truck Licence.
- Previous experience in a warehouse, fulfilment or similar operational environment.
- Strong customer service and communication skills with the ability to communicate confidently and professionally with customers.
- Good organisational skills and attention to detail.
- Ability to manage multiple customer queries and operational tasks at the same time.
- Comfortable using computer systems and online platforms.
- Ability to work independently while also being a reliable member of a wider team.
- A practical, hands-on approach to problem solving.
Desirable:
- Experience using Shopify.
- Experience with stock control and warehouse management systems.
What We're Looking For
We're looking for someone who is organised, practical, customer-focused and willing to get stuck in.
You'll need to be someone who takes ownership of issues, follows things through to completion and understands that great customer service doesn't stop once an order has been delivered.
Most importantly, we're looking for someone who is reliable, proactive and takes pride in getting things done properly.
Pay: £27,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
- Partridge Green, West Sussex: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Forklift Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: In person
