Company Overview
Tile Mountain is the fastest growing online tile retailer in the UK, based in Stoke-on-Trent. Since our inception in 2013, we have rapidly expanded, now boasting over 200,000 sq. ft of purpose-built distribution capacity in Tunstall.
We are seeking an organised, detail-driven, and proactive Returns Processing Coordinator to assist with our returns management process. This role is responsible for coordinating the assessment, categorisation, and onward routing of returned goods, ensuring they are processed quickly, accurately, and in the most cost-effective way.
You will act as the key link between our warehouse operations, Customer Service team, and clearance sales channels, ensuring smooth communication and consistent process improvements to reduce return rates and operational costs.
Key Responsibilities - Returns Handling & Assessment
- Coordinate the efficient intake, inspection, and categorisation of all returned goods.
- Determine the correct outcome for each return — resale, clearance, or disposal — based on condition and company guidelines.
- Use our in-house systems to check if returned products can be allocated to open customer orders instead of being restocked.
Process Management & Continuous Improvement
- Review historical and real-time returns data to spot patterns, trends, and recurring issues.
Work with management to implement targeted strategies that reduce the volume and cost of returns.
Oversee the transfer of returned items between warehouses, clearance stores, and other channels as needed.
Cross-Department Collaboration
- Partner with the Customer Service team to confirm refund eligibility and ensure timely resolution of customer cases.
Liaise with clearance store staff to prepare and list non-perfect stock for sale.
- Collaborate with warehouse teams to maintain accurate inventory records and efficient workflows.
Qualifications & Skills
Essential:
- Excellent organisational skills and strong attention to detail.
- Clear, confident communication skills for cross-department collaboration.
- Ability to manage tasks proactively and work to deadlines.
- Problem-solving mindset with a focus on continuous improvement.
Desirable:
- Experience in warehouse operations, returns, or stock control.
- Familiarity with warehouse management or stock tracking systems.
- Analytical skills to interpret operational data and suggest improvements.
- Ability to operate, or willingness to train on, Powered Pallet Trucks (PPT) and Reach Trucks — training provided.
Working Environment
- Hands-on role in a fast-paced warehouse environment, involving manual handling, standing, and walking for extended periods.
Full Health & Safety and equipment training provided.
Reporting Structure
Reports directly to the Warehouse Manager, with regular interaction with the Customer Service team and Clearance Store Coordinator.
What We Offer
- Competitive Living Wage salary.
- Training and development opportunities to expand your skills.
- A supportive and collaborative team culture.
- The chance to take ownership of a key operational process and directly contribute to efficiency gains.
If you have a keen eye for detail, enjoy coordinating processes, and want to make a visible impact on operational performance, apply now to join our growing team.
Job Types: Full-time, Permanent
Pay: £25,396.80 per year
Benefits:
- Employee discount
- On-site parking
Language:
- English (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
