Fulfillment Manager – In-House Operations & Team Lead

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

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.