Joules Wholesale Operations Coordinator

The Role
Step into the role of Wholesale Operations Co-Ordinator and discover an exciting opportunity to take on an integral role here at Joules Head Office working within our brilliant Partnerships team.

Working Pattern: This is a full time role based at 'The Barn', Joules' purpose built Head Office in Market Harborough, Leicestershire. The typical hours for this role are 9am to 5pm, Monday to Friday and this is an onsite role.

Our Location
Market Harborough in Leicestershire is where Joules began in 1989. This market town is home to the brand's Head Office and is full of independent shops, bars and restaurants. It also benefits from good transport links to London, making it easily accessible for visitors and commuters alike. It is the perfect place to mix a rewarding career with a bit of well-dressed time off.

What You'll Do
We are seeking a proactive, detail-oriented Wholesale Customer Success Specialist to manage and optimise our wholesale order book. In this role, you will be the primary operational link between our wholesale partners, sales teams, finance, and distribution center. You will ensure end-to-end order execution, delivering orders on time, accurately and in full, while delivering exceptional service and building strong partner relationships.
Key Responsibilities

- Oversee the operational maintenance and conversion of the order book for assigned wholesale partners, ensuring accurate, full, and on-time delivery (OTIF).

- Partner closely with Credit Control and Sales teams to resolve account holds and friction points, facilitating smooth order conversions.

- Direct order processing through the Distribution Center (DC) to meet strict operational deadlines and shipping windows.

- Manage the end-to-end process for customer returns, claims, and credits while maintaining precise account administration standards.

- Establish and maintain strong working relationships with key wholesale partners, regional sales representatives, and internal departments.

- Assist sales teams during face-to-face or virtual partner appointments and provide operational insights as needed.

- Take ownership of operational roadblocks, resolve customer inquiries promptly, and escalate complex issues when necessary.

- Maintain rapid response times for phone and email inquiries, actively contribute to team meetings, and provide coverage for colleagues during peak periods.

- Identify process bottlenecks, offer innovative solutions to enhance operational efficiency, and adapt to evolving business needs.

What You'll Bring

Customer Service & Communication
The ideal candidate possesses exceptional customer service skills and a strong commitment to delivering high-quality service to both external wholesale partners and internal teams. They bring excellent verbal and written communication abilities, allowing them to convey information clearly, professionally, and promptly across all levels of the business.

Technical & Administrative Competence
A high level of accuracy and attention to detail is essential to ensure precise order processing and maintain rigorous standards of account administration. Candidates should demonstrate a good level of general IT literacy, with prior experience using Google Workspace (Docs, Sheets, Drive) considered a distinct advantage, though not essential.

Planning, Organisation & Work Management
This role requires excellent planning and organisational skills to manage high-volume workloads and consistently hit strict operational deadlines. The candidate must be adept at balancing individual tasks with broader team objectives, showing strong judgment in prioritising responsibilities as business demands shift.

Problem-Solving & Personal Drive
The successful candidate will be a self-motivated, proactive individual who takes the initiative to anticipate operational needs and solve problems effectively. They are an ownership-minded worker who isn't afraid to troubleshoot challenges independently and suggest continuous improvements to refine existing processes.

Teamwork, Adaptability & Attitude
A positive, "can-do" attitude is key to fitting into our collaborative team environment. The candidate must be a flexible team player who thrives when working both independently and alongside colleagues. They should be eager to adapt to changing priorities, step in to support team members when needed, and comfortably take on new challenges across the wider business.

Sponsorship
In accordance with Home Office guidance successful candidates will be required to evidence their right to work in the UK before commencement of employment. Joules does not hold a Sponsor Licence and would not, therefore, be able to sponsor a successful candidate under the Skilled Worker route. The successful candidate must be able to demonstrate the right to work without sponsorship.

We encourage early applications for our roles, as our recruitment process begins as soon as the role is advertised. If we successfully fill the position, this advert may close earlier than planned.

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