About Ty Nant Group
Ty Nant Group is the fastest-growing bottled water company in the UK. Our portfolio spans Ty Nant, TAU, Strathmore, Fonthill and Decantae, supported by four operating sites and a growing route to market. We are building a premium customer operation that is easy to deal with, accurate under pressure and capable of managing every order from receipt through to confirmed delivery.
Role purpose
To process customer orders accurately and on time across email, portal, EDI and other approved channels. The Coordinator will validate every order before release, maintain customer portal requirements and ensure operational colleagues receive complete, reliable information. The role is also fully trained to cover Customer Care & Delivery Coordination during holidays, sickness and exceptional peaks.
THE MANDATE
Create a clean, achievable order first time—then provide confident customer-care and
delivery cover whenever the team needs it.
What success looks like
- Orders are entered right first time with accurate customer, product, price, quantity, address and delivery data.
- Acknowledgements, portal updates and booking information meet customer-specific deadlines.
- Stock, pricing, credit, lead-time or delivery conflicts are identified before warehouse release.
- Customer Care & Delivery Coordination can be covered competently during planned and unplanned absence.
Key accountabilities
ORDER RECEIPT AND VALIDATION
- Monitor approved order channels and identify new, amended, cancelled or duplicate orders promptly.
- Validate customer account, purchase-order reference, delivery address, products, quantities, prices, requested date, delivery window and special instructions.
- Resolve missing or conflicting information with the appropriate customer, Sales, Finance or Operations contact before releasing the order.
- Apply agreed order cut-offs, lead times and approval controls consistently, escalating exceptions rather than making unsupported commitments.
ERP AND CUSTOMER PORTALS
- Enter and maintain orders accurately in Ty Nant 360, preserving source documents and a clear audit trail.
- Complete customer-portal, EDI or web-based requirements, including acknowledgements, booking information, amendments and status updates.
- Send clear order acknowledgements and communicate any approved change to quantity, price, date or delivery conditions.
- Maintain customer ordering instructions, portal guides, contact details and recurring requirements so another trained colleague can provide seamless cover.
OPERATIONAL RELEASE AND ORDER CONTROL
- Confirm the order is complete and operationally achievable before it enters warehouse and transport workflows.
- Highlight urgent, same-day, next-day or high-risk orders and ensure the correct operational teams are aware.
- Coordinate authorised amendments after release, ensuring Production, Warehouse, Transport, Finance and Customer Care all receive the same information.
- Track order-entry errors, recurring missing data and rework, helping the Manager remove root causes and automate routine steps.
CUSTOMER CARE & DELIVERY COORDINATION COVER
- Maintain full working competence in the Customer Care & Delivery Coordinator role through scheduled training, practice and documented procedures.
- During agreed cover periods, monitor the customer inbox and telephone queue, answer routine order and delivery queries and keep one clear owner for each open case.
- Track delivery status, communicate material delays, obtain proof of delivery and confirm completed deliveries during cover periods.
- Record shortages, damages, refusals or complaints accurately and hand specialist investigation to Quality, Finance, Transport or Operations as appropriate.
- Return to the primary order-processing queue when the cover period ends, completing a clear handover of every open customer case.
Candidate profile
ESSENTIAL
- Experience processing B2B customer orders in an ERP, order-management or distribution environment.
- High accuracy and confidence checking product, price, quantity, address, date and customer-reference information.
- Experience using customer portals, EDI platforms or other web-based ordering systems.
- Strong written and verbal communication with the confidence to clarify incomplete or unachievable orders.
- Ability to prioritise a time-sensitive queue and maintain a clear audit trail under pressure.
- Willingness and capability to provide trained Customer Care & Delivery Coordination cover.
PREFERRED
- Experience in drinks, FMCG, food, manufacturing, hospitality supply or distribution.
- Experience with major retail, wholesale or foodservice customer portals.
- Understanding of palletised distribution, delivery slots, PODs and transport booking references.
- Experience improving order-entry controls, standard operating procedures or ERP workflows.
How you will lead and work
- Precise, organised and unwilling to pass incomplete information into the operation.
- Helpful and professional with customers while remaining clear about what can be delivered.
- Comfortable switching from focused order work to customer-facing cover when required.
- Leaves accurate notes, follows procedures and makes it easy for colleagues to continue the work.
Reward and benefits
- Competitive salary, dependent on experience.
- Discretionary annual Group performance bonus.
- Company pension scheme with a 5% employer contribution.
- Life assurance at four times salary.
- 25 days’ holiday, increasing to 28 days with service, plus bank holidays.
- Role-specific systems, portal and professional development training.
- Employee assistance and wellbeing support, Ty Nant Group product allowance, employee discount and free on-site parking.
This role profile describes the principal accountabilities of the position. It is not exhaustive and may evolve as the Group, customer operation and systems develop. Bonus and benefit arrangements are subject to eligibility, scheme rules and the terms confirmed in the employment contract. Ty Nant Group is committed to creating an inclusive workplace and welcomes applications from suitably qualified candidates from all backgrounds. Appointment is subject to eligibility to work in the UK and any role-appropriate pre-employment checks
Pay: £35,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
