Claims and Returns Coordinator

Zipwater; Dereham; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Life insurance

Employee discounts

Job summary

Zip Water is a leading water solutions provider, seeking a Claims & Returns Coordinator to oversee end-to-end returns, credits and carrier claims. The role sits in the Supply Chain team and requires close collaboration with Customer Service, Logistics, Warehouse, Finance and Sales.

You will drive return reduction initiatives, identify root causes, maximise cost recoveries and provide KPI governance across returns and claims, in an office-based setting near the warehouse teams.

Qualifications

• Experience in processing claims with logistics companies (e.g., DPD, DHL) is essential.
• Experience in logistics, returns, claims or customer service administration.
• Strong Excel, ERP/WMS, communication, analytical and problem-solving skills.
• Great attention to detail and organisation skills.
• Customer focused to ensure great service is delivered.
• Commercial awareness and proactive workload management.

Responsibilities

• Manage the complete Return Authorization (RAN) process from request through to closure.
• Coordinate customer returns and carrier collections.
• Manage transport damage, shortage, loss and non-delivery claims.
• Gather evidence and submit claims within carrier deadlines.
• Track claim progress and maximise recoveries.
• Maintain ERP/WMS return records.
• Produce KPI reports and trend analysis.
• Conduct root cause analysis and implement corrective actions.
• Support customer credits and recharge processes.
• Drive continuous improvement initiatives.

Skills

Customer service

Analytical thinking

Problem solving

Attention to detail

Communication

Organisation

Tools

Excel

ERP/WMS

Job description

Zip Water is an industry leading filtered boiling, chilled and sparkling water specialist, known globally for being home to the world’s most advanced range of drinking water solutions. We provide businesses and homes in more than 70 countries with an extensive range of high-quality drinking and hot water solutions, designed to transform the way individuals, organisations and businesses provide water, for good.

We are pleased to announce this exciting opportunity to join our Supply Chain team as a Claims & Returns Coordinator. This role is responsible for the end-to-end management, administration and continuous improvement of customer returns, carrier collections and transport claims processes. The role acts as the central coordination point between Customer Service, Logistics, Warehouse, Finance, Sales and external carriers to ensure returned goods, collection activities, customer credits and claims recoveries are managed efficiently and professionally.

The position will also drive return reduction initiatives, identify root causes, improve customer experience, maximize recovery of costs from carriers and customers, and provide KPI reporting and governance across the returns and claim function. This is an office-based role to be close to the warehouse returns and logistic teams.

Core Role & Responsibilities:

• Manage the complete Return Authorization (RAN) process from request through to closure.
• Coordinate customer returns and carrier collections.
• Manage transport damage, shortage, loss and non-delivery claims.
• Gather evidence and submit claims within carrier deadlines.
• Track claim progress and maximize recoveries.
• Maintain ERP/WMS return records.
• Produce KPI reports and trend analysis.
• Conduct root cause analysis and implement corrective actions.
• Support customer credits and recharge processes.
• Drive continuous improvement initiatives.

Experience in processing claims with logistics companies such as DPD, DHL, etc, is essential

• Experience in logistics, returns, claims or customer service administration.
• Strong Excel, ERP/WMS, communication, analytical and problem-solving skills.
• Great attention to detail & organisation skills
• Customer focused to ensure great service is delivered
• Commercially aware
• Ability to take a proactive approach to assigned workload

• 25 days annual leave + bank holidays
• Company Sick Pay (after qualifying period)
• Full training and continuous support with your team
• Modern canteen and break “chill out” areas
• There’s onsite parking – we have plenty of space!!
• Cycle to Work scheme available
• A market leading company pension
• Holiday purchase scheme
• Life insurance
• Employee rewards and discounts through Perks at Work
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Well-being programs – your well-being is important to us
• Access to on-going learning and development with our online learning platform