Customer Fulfilment Manager

IMPACT EVOLVE; Cheltenham; On-site; GBP 40,000 - 65,000; Full time

Job summary

Hawkstone is seeking an order fulfilment leader to take the transition of its trade order function in-house, linking customer orders, inventory and the wider supply chain.

You'll lead a team of three Order Coordinators based at College Farm, Cheltenham, coordinating with Sales, Supply Chain, Inventory and Warehouse teams, and managing an external direct-to-consumer fulfilment partner to deliver a joined-up service.

Qualifications

• Experience in order fulfilment, customer operations or supply chain within food, drink or FMCG, plus people management.
• Experience owning inventory allocation decisions and communicating trade-offs clearly to Sales and customers.
• Experience managing third-party fulfilment partners against KPIs.
• Strong relationship-management skills and ability to coach others.
• Proficiency with ERP/order systems; NetSuite experience preferred.
• Calm, commercially aware under pressure; capable of leading change in-house.

Responsibilities

• Own the end-to-end order fulfilment process for trade and retail, making sure orders are received, checked, released and delivered on time.
• Lead and develop your team of Order Coordinators as the function moves in-house, and manage Hawkstone's external direct-to-consumer fulfilment partner against agreed KPIs.
• Coordinate stock allocation with Sales and Supply Chain when availability is tight, making the shortage calls and communicating risks and trade-offs clearly.
• Keep an overarching view of the order book, flagging stock, service or delivery risks to Sales early, and planning around seasonal peaks, events and promotions.
• Monitor service performance and resolve customer or delivery issues, owning order accuracy, response times and customer satisfaction, while sharing OTIF accountability with Logistics.
• Run a well-organised customer fulfilment inbox with clear triage and escalation, and drive continuous improvement in processes and reporting.

Skills

Order fulfilment

People management

Team leadership

ERP systems

NetSuite

Analytics

Tools

NetSuite

MS Excel

Job description

Your Mission

Hawkstone is one of the fastest-growing premium beer and cider brands in the UK, and growth like that needs orders that keep pace. You'll lead the transition as Hawkstone brings its trade order function fully in-house, owning the link between customer orders, inventory and the wider supply chain. You'll manage the external partner handling direct-to-consumer fulfilment, and build a small team that gives grocery and trade customers a genuinely joined-up service.

About the Team

You’ll lead a team of three Order Coordinators, reporting into the Head of Supply Chain and based at Hawkstone's College Farm site in Cheltenham. You’ll sit at the centre of the action, working closely with Sales, Supply Chain & Logistics, Inventory and Warehouse teams, plus Hawkstone's customers, retail partners and third-party logistics providers.

What You'll Do

• Own the end-to-end order fulfilment process for trade and retail, making sure orders are received, checked, released and delivered on time.


• Lead and develop your team of Order Coordinators as the function moves in-house, and manage Hawkstone's external direct-to-consumer fulfilment partner against agreed KPIs.


• Coordinate stock allocation with Sales and Supply Chain when availability is tight, making the shortage calls and communicating risks and trade-offs clearly.


• Keep an overarching view of the order book, flagging stock, service or delivery risks to Sales early, and planning around seasonal peaks, events and promotions.


• Monitor service performance and resolve customer or delivery issues, owning order accuracy, response times and customer satisfaction, while sharing OTIF accountability with Logistics.


• Run a well-organised customer fulfilment inbox with clear triage and escalation, and drive continuous improvement in processes and reporting.

What You'll Bring

• Experience in order fulfilment, customer operations or supply chain within food, drink or FMCG, along with prior people management experience - ideally having built or grown a team.


• Comfortable owning inventory allocation decisions and communicating trade-offs clearly to sales and customers.


• Experience managing third-party service providers or fulfilment partners against agreed standards and KPIs.


• Strong relationship-management skills, with the confidence to coach others on managing key account relationships well.


• Confidence with ERP or order systems, plus strong Excel and reporting skills - Hawkstone is rolling out NetSuite.


• Experience bringing an outsourced or informal function in-house is a strong plus, along with a calm, commercially aware approach under pressure.