Customer Service Coordinator (FTC January 2027) - #194419

Job Introduction

The Opportunity

We are looking for a proactive Customer Service Co-ordinator to join our dynamic Customer service team in Bellshill on a fixed term basis until end January 2027.

What you’ll be doing

As a Customer Service Co-ordinator, you will play a key role in managing the complete customer order journey, ensuring a seamless experience from order receipt through to final delivery. Acting as the primary point of contact for a portfolio of customers, you will build strong relationships, provide proactive communication and deliver exceptional service throughout the order fulfilment process.

You will be responsible for processing and managing customer sales orders and ensuring the accuracy of orders, shipping information and documentation. Working closely with Commercial, Production, Logistics and external Freight Forwarders, you will coordinate shipments to ensure products are delivered on time and in full.

Main Responsibility

Key Responsibilities

• Manage the end-to-end customer order process from order entry through to delivery.
• Build and maintain strong customer relationships, acting as a trusted point of contact.
• Coordinate export shipments and work closely with Freight Forwarders to ensure timely delivery.
• Prepare and manage export documentation, including customs and shipping paperwork.
• Monitor order progress and proactively communicate updates, delays, or issues to customers and internal stakeholders.
• Collaborate with Commercial, Production and Logistics teams to achieve On Time In Full (OTIF) delivery performance.

Our Ideal Candidate

About You

• Previous experience in customer service, customer operations, or order management within a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strong attention to detail and a commitment to maintaining accuracy across all aspects of your work.
• Able to effectively manage multiple priorities, work under pressure, and meet deadlines without compromising quality.
• A proactive and solution-focused approach, with the confidence to identify issues, resolve challenges, and drive positive outcomes.
• Positive, adaptable, and customer-focused, with a passion for delivering exceptional service and continuous improvement.
• If you thrive in a fast-paced environment, enjoy working collaboratively with peers and problem solving, we want to hear from you.
• Are you that ‘Rare Character’ we are looking for?
• This role is deemed to be a security cleared role and falls under the remit of AEO, regulated by the HMRC, as such there will be enhanced screening as part of the recruitment.

What we can offer you

• We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan.
• Our employees enjoy a generous holiday entitlement and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement.
• Private Healthcare and Doctor@Hand (remote GP service).
• Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice.
• Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.
• Our Life Assurance cover is a multiple of eight times your annual basic salary.
• Product allocation so that you can enjoy our fantastic portfolio of brands.
• Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost.
• Every employee has the opportunity to claim up to £1,000 per year for a charity or charities for which they have raised money, volunteered their time or personally donated.
• Learning resources to help you be your best self.

About William Grant & Sons

A HOME FOR RARE CHARACTERS

William Grant & Sons: a home where Rare Characters thrive.

We value every employee for their rare character, distinctive skills, experience and perspectives. Every one of our colleagues has a role to play in helping us to achieve our growth ambitions.

At William Grant & Sons, our vision is to be A home where rare characters thrive. We value all colleagues for their rare character, distinctive skills, experience and perspectives. Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We strive to create an environment where we can all be our best and bring our whole selves to work.

OUR AGILE WORKING PHILOSOPHY

Our agile working philosophy is to “Have your best work day everyday”.

Built on trust, we empower our rare characters to have their best work day every day. Where flexibility and positive working experiences help employees to feel connected and release potential across our teams.

We are open to discussing possible agile/flexible working options as part of the recruitment process.

INCLUSIVE RECRUITMENT PROCESS

Diversity & Inclusion is at the heart of how we do things at William Grant & Sons, fully aligned to our purpose and our company values. We want to ensure that our recruitment process is inclusive.