Wholesale Aftersales Co-Ordinator

Wholesale Aftersales Co-ordinator

REPORTS TO HELEN PAGE – HEAD OF WHOLESALE (EUROPE & ROW)

LOCATION EMERALD STREET
OFFICE, LONDON

FULL TIME DAYS PER WEEK

Role overview

We are seeking a detail-oriented and proactive Wholesale Aftersales Coordinator to support our growing wholesale operations. In this customer-facing role, you'll ensure smooth order management from confirmation to delivery, acting as the key link between our wholesale sales, production, warehouse, and accounts teams. You'll combine operational accuracy with exceptional service to deliver a seamless experience for our partners.

Responsibilities

Order & Stock Management

Responsible for managing and tracking all wholesale orders once transferred from sales platform (JOOR) into our PLM system (NetSuite), ensuring stock is secured, clients are kept informed, and orders are fulfilled and shipped within their respective delivery windows and in line with company expectations.

• Verify styles on sales orders from JOOR roll-ups exist on NetSuite.
• Create transfer orders in NetSuite for new and carryover stock, accurately reserving (ringfencing) stock.
• Set up and maintain the Wholesale Sales Order Sheet, linking to production trackers (delivery and booked-on dates).
• Liaise with production and warehouse teams to track deliveries, manage timelines, and ensure smooth handover to dispatch.
• Highlight potential delays and adjust client delivery plans as needed.
• Manage and update orders in NetSuite (ERP system) as required.
• Manage reorders by checking stock availability and processing new sales orders so they are shipped from the warehouse within a tight turnaround.
• Oversee end-of-season stock reconciliation, liaising with the warehouse to return stock to general availability.

Shipping & Logistics

• Coordinate shipment planning in partnership with the wholesale team.
• Create dispatch lists per client, noting any special requirements or priorities.
• Prepare shipping documentation and DHL dispatch paperwork.
• Liaise with the warehouse to monitor pick and pack progress, ensuring timely dispatch.
• Track deliveries and update clients proactively with Air Waybill (AWB) or tracking details.
• Handle returns and credit processes efficiently through NetSuite and warehouse liaison.

Customer Communication & Aftersales

• As a customer facing role, act as the first point of contact for wholesale partners post-order confirmation.
• Communicate delivery schedules, shipment updates, and any changes clearly and promptly.
• Prepare and share shipping quotes (DHL) with clients.
• Responsible for managing all aftersales processes, including handling quality issues, processing and managing return authorisations (RA), resolving incorrect deliveries, and coordinating solutions internally and with customers.
• Additionally, the role oversees the management of returning stock from Sale or Return (SOR) agreements, ensuring accurate system updates, and clear communication with customers throughout the process.
• Maintain excellent aftersales communication, ensuring client satisfaction and long-term relationships.

Cross-Functional Collaboration

• Circulate weekly dispatch and reorder status updates to the wholesale team.
• Work closely with production, warehouse, and accounts teams to ensure joined-up execution and effective problem-solving.
• Liaise with accounts to confirm payments and resolve any invoice or delivery queries.
• Circulate weekly dispatch and reorder status updates to the relevant teams.
• Contribute to process improvement initiatives, bringing ideas to refine systems and workflows.

Required experience/skills

• Strong administrative and organisational skills with excellent attention to detail.
• Proven customer service experience in a fast-paced wholesale or logistics environment.
• Advanced proficiency in Microsoft Excel and the MS Office Suite.
• Strong communication skills - written, verbal, and interpersonal.
• Ability to work independently and collaboratively within a small, dedicated team.
• Ability to plan, prioritise, and manage multiple shipments and tasks concurrently.

·      A collaborative people person who excels in working cross-functionally.

Desirable

• Experience using NetSuite, PLM, or similar ERP/stock management systems.
• Previous experience in fashion wholesale or retail logistics.
• A proactive, solution-focused mindset with the confidence to suggest process improvements.

Benefits

25 days annual leave

DASH Cycle to Work scheme

Generous staff discount

Medicash Health Cash Plan

Access to Health Assured employee assistance programme

Hybrid working

Enhanced family friendly policies

If you are interested in applying for this role, please send your CV and cover letter to using
Wholesale Aftersales Co-ordinator
in the email title.