Customer Order Coordinator

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.

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