Customer Order Coordinator

IMPACT EVOLVE; Bourton-on-the-Water; On-site; GBP 22,000 - 28,000; Full time

Job summary

IMPACT EVOLVE are exclusively retained to hire this exciting role for Hawkstone. The Customer Order Co-ordinator will own day-to-day grocery and key account orders, ensuring accuracy, timely release and smooth delivery across Hawkstone’s retail and hospitality channels.

Collaborating with Sales, Logistics and third-party partners, you will manage portals, monitor stock, resolve discrepancies and communicate changes to customers and internal teams, maintaining orderly records and ensuring

Qualifications

• Experience in customer order processing in FMCG or similar.
• Ability to manage multiple accounts and deadlines.
• Strong accuracy with product codes, pricing, and delivery dates.
• Experience with grocery, retail, or key accounts.

Responsibilities

• Act as day-to-day order contact for grocery, off trade and key accounts, ensuring orders are received, checked, entered and released within lead times.
• Check orders for product, quantity, pricing and delivery date before release, maintaining clear communication with customers and internal teams.
• Investigate and resolve order discrepancies, delivery queries, returns and claims promptly, raising credits and internal orders until issue is closed.
• Monitor stock availability against open orders, highlight shortages early and support allocation decisions.
• Arrange approved customer and site collections, and work with Logistics to resolve booking, delivery and proof of delivery queries.
• Maintain accurate order records with visibility of open orders, exceptions, credits, disputes and unresolved queries.

Skills

Order processing

Customer service

Fulfilment

Sales coordination

MS Excel

ERP systems

Attention to detail

Multi-account management

Tools

ERP systems

Microsoft Excel

Order management systems

Job description

IMPACT EVOLVE are exclusively retained to hire this exciting role.

Role: Customer Order Co-ordinator

Reporting to: Customer Fulfilment Manager

Role Purpose

Hawkstone is one of the fastest growing premium beer and cider brands in the UK, operating across retail, hospitality, direct to consumer and merchandise channels. As the business scales, the volume and complexity of customer orders, account requirements and delivery expectations continue to increase.

The Customer Order Co-ordinator plays a key role in ensuring grocery and key account customer orders are processed accurately, released on time and managed through to successful delivery — providing day-to-day order ownership for major retail and key accounts, including the administration, communication and issue resolution needed to protect customer service.

Working closely with customers, Sales, Logistics, Inventory and third-party partners, the role maintains accurate order records, monitors stock and delivery risks, resolves discrepancies and keeps customers and internal teams informed of changes.

This role requires a highly organised and customer focused individual who is comfortable managing multiple accounts, portals, deadlines and queries, taking ownership of order accuracy and follow through so issues are identified early and resolved promptly.

Key Responsibilities

• Act as the day-to-day order contact for assigned grocery, off trade and key accounts, ensuring orders are received, checked, entered and released within agreed lead times, and coordinating orders fulfilled from Hawkstone and partner locations.
• Check customer orders for product, quantity, pricing, delivery date and account requirements before release, maintaining clear and timely communication with customers and internal teams.
• Investigate and resolve order discrepancies, delivery queries, returns and customer claims promptly, raising approved credits and internal orders accurately until each issue is closed.
• Monitor stock availability against open orders, highlight potential shortages early and support agreed allocation decisions.
• Arrange approved customer and site collections, and work with Logistics and warehouse partners to resolve booking, delivery and proof of delivery queries.
• Maintain accurate order records with visibility of open orders, exceptions, credits, disputes and unresolved queries, supporting improvements to order processing as volumes and complexity grow.

Skills & Experience

• Experience in customer order processing, sales administration, customer service, fulfilment or supply chain within a fast-moving environment.
• Experience managing orders for grocery, retail, wholesale or other key customer accounts.
• Strong understanding of order entry, order checking, stock availability, delivery coordination, credits and customer query resolution.
• Confident using ERP or order management systems, customer portals and Microsoft Excel.
• High attention to detail and accuracy when working with product codes, quantities, pricing and delivery dates.
• Strong organisational skills with the ability to manage multiple accounts, orders, deadlines and outstanding actions.
• Clear written and verbal communication skills, with confidence liaising with customers and internal teams.
• Experience within FMCG, alcoholic beverages, brewing, food manufacturing or another high-volume consumer goods environment.
• Experience managing customer portals, returns and credits.

Personal Attributes

Customer-focused, with a strong sense of ownership of order accuracy and timely communication. Highly organised, methodical and detail-focused. Proactive in following up outstanding actions and escalating risks before they affect the customer. Calm and solutions-focused under pressure, collaborative and relationship-driven, accountable for seeing orders through to a clear conclusion.