The Opportunity
This is a hands-on role at the heart of our customer journey. You will own orders from receipt through to delivery, keep customers informed and bring the right internal teams together to solve problems quickly. Your work will help protect service, strengthen relationships and make sure our customers have a consistently great experience.
Mindset Matters Here
Whisky industry experience is welcome, but it is not essential. If you are curious, accountable, calm under pressure and genuinely enjoy making things work for customers, we would love to hear from you - even if your experience comes from another industry.
What you will do
- Be a trusted first point of contact for customers, providing responsive and professional support throughout the order lifecycle.
- Process sales orders accurately in SAP, checking product specifications, pricing, allocations and delivery requirements.
- Work closely with Planning, Logistics and Finance to confirm availability, clear order blocks and support timely release and delivery.
- Prepare and manage shipping and commercial documentation within agreed timescales.
- Communicate order and delivery updates proactively, setting clear expectations and addressing issues before they escalate.
- Investigate complaints, coordinate the internal response and drive actions through to a timely resolution.
- Maintain accurate customer master data and order records in line with internal procedures.
- Spot recurring service issues and contribute practical ideas that improve the customer experience and how we work.
- Build strong, collaborative relationships with customers and colleagues across the business.
- Escalate service risks and customer-impacting issues at the right time.
What you will bring
- A customer-first attitude and a genuine desire to take ownership and get things done.
- Experience in customer service, order management, logistics, supply chain, import/export, planning or a related environment.
- The ability to stay organised, prioritise competing demands and maintain accuracy in a fast-paced setting.
- Confident written and verbal communication, including the ability to handle challenging conversations professionally.
- A practical problem-solving approach, strong attention to detail and confidence working with data and systems.
- Good IT skills, including Microsoft Excel and experience of an ERP or order-management system.
- Experience that would help you thrive
- Experience within FMCG or another fast-moving, consumer-focused business would be ideal.
- Knowledge of the whisky or wider spirits industry would be an advantage, but is not a requirement.
- SAP SD experience is ideal; SAP MM knowledge or relevant experience in another SAP module is also very welcome.
- A background in planning, New Product Development (NPD), logistics, order administration or customer operations can be highly transferable.
- Higher Grade or equivalent education is helpful; relevant experience and the right mindset are equally valued.
How we work
The role is based on a 37.5-hour working week and operates under our flexible working scheme, with three days in the office and two days working from home. We work as one team, share information early and step in for one another when priorities change.
Do not rule yourself out
You do not need to tick every box. If you bring the right attitude, transferable experience and the motivation to learn, we are interested in what you could add to the team.
Please note: We are not accepting applications or CVs from recruitment agencies for this vacancy.
If you do not hear from us within one month of submitting your application, please assume that your application has been unsuccessful. We wish you all the best with your job search and future endeavours.