Customer Service Advisor

Walker's Shortbread; Aberlour; On-site; GBP 19,000 - 23,000; Full time

Job summary

A leading Scottish food manufacturer located in Aberlour is seeking to hire a dedicated Order Management Coordinator. In this office-based role, you will support the sales and logistics teams in delivering proactive order management and customer service. You will be responsible for processing orders, resolving delivery issues, and ensuring compliance with trading terms. The ideal candidate should possess excellent communication skills and be proficient in Microsoft Office, particularly Excel. Join us for a rewarding career with competitive benefits and opportunities for growth.

Benefits

25% employee discount

National Living Wage

Auto-enrolment pension scheme

Life Assurance

Generous holiday allowance

Subsidised staff canteen

Healthcare benefits

Overtime rates

Long Service Awards

Family/Maternity/Paternity leave

Qualifications

• High standard of communication and interpersonal skills.
• Ability to work in a team and support team culture.
• Proactive with a drive to improve processes.

Responsibilities

• Serve as primary contact for UK accounts.
• Deliver high-quality order management.
• Process orders via EDI, email, and phone.
• Resolve delivery issues and complaints.

Skills

Communication skills

Microsoft Office proficiency

Proactive problem-solving

Familiarity with process management

Teamwork

Job description

About The Role

This role will support the sales and logistics teams in delivering a high standard of consistent proactive order management and customer service. This includes order processing and customer supply chain support for the wider account teams across the home trade business.

Responsibilities

• Serve as the primary point of contact for all UK accounts and Head Office teams, providing clear and confident support on order and delivery enquiries.
• Deliver proactive, high‑quality day‑to‑day order management, ensuring a seamless customer experience.
• Process all orders received via EDI, email, telephone & web portals in a timely & accurate manner ensuring they are checked for trading terms compliance (including full layers, loads etc.) and passed through to distribution.
• Organise despatch notes, charge and upload invoices in web portals.
• Resolve delivery issues and customer complaints, issuing and processing credit notes as required.
• Ensure all New Accounts, price files/lists are set up in the ERP and updated ongoing.
• Ensure all Account Managers are proactively informed of short loadings on despatch of orders.
• Maintain and update key operational documents, keeping the wider department informed of any changes; ensure ISO work instructions and processes are always adhered to and up to date.

Skills Required

• High standard of communication skills and interpersonal skills.
• Proficient in Microsoft Office, particularly Excel.
• Proactive, takes initiative, looks for solutions and solves problems.
• Familiarity with process management and a drive to improve existing protocol.
• Patience and the ability to remain calm in stressful situations.
• Ability to communicate directly with external and internal customers.
• Works well as part of a team, offers support and works to improve the culture of the team and business.
• Full time, office based role 38 hour per week.

Why Join Us

Bake your career at Walker’s and become a part of “Scotland at its Finest”. We value our team and reward hard work and dedication with:

• 25% employee discount when purchasing our product from our own shops.
• Pay National Living Wage to all ages (16+ years) which increases with training levels achieved.
• Auto‑enrolment into our pension scheme after 3 months.
• Life Assurance.
• Generous holiday allowance which increases with length of service.
• Subsidised staff canteen services.
• Healthcare and Well‑being benefits.
• Overtime rates depending on hours worked.
• Long Service Awards.
• Family/Maternity/Paternity leave.

About Us

Our people have always been at the heart of everything we do, and without them, we couldn't be Scotland at its finest. Providing good, reliable employment to our local community has been at the core of Walker's values since the very beginning. We are committed to Equal Opportunities for all, proudly a Disability Confident and Young Person's Guarantee employer. We can't wait to have you as part of our team.