Customer Service Manager

Customer Service Manager

Are you ready to apply Make sure you understand all the responsibilities and tasks associated with this role before proceeding.
East Midlands Gateway
On-site | Monday - Friday, 08:00 - 16:00
Join our snack-loving team
Were looking for a Customer Service Manager to join us at KP Snacks. If youre ready to bring your ideas to the table, grow your skills and be part of a team that values what makes you, you this could be your next big move.
About the role
As Customer Service Manager, youll play a vital role in delivering our promise of Great Service Every Day. Youll lead a high-performing Customer Service team that sits at the heart of our Supply Chain, ensuring accurate order processing, smooth execution and strong collaboration with our customers, sites and 3PL partners.
This role blends people leadership with process excellence. Youll create clarity and consistency across order management, drive continuous improvement and automation, and build a confident, capable team who take pride in what they do. As a key member of our Supply Chain Extended Leadership Team, youll also shape how we work cross-functionally to support growth and create Happy Snacking Moments.
Whats in it for you?
We believe in rewarding our colleagues and helping them thrive. Heres a flavour of what we offer:
Competitive annual salary, alongside an annual bonus scheme, with a strong track record of overachievement

£6,000 car allowance

Comprehensive healthcare support including Medicash Health Cash Plan or Private Healthcare, Digital GP, Best Doctors second opinion service and specialist cancer care

KP Pension Plan contribution matching up to 7% of your salary

25 days holiday, plus the option to buy more

KP4ME our online platform for benefits, discounts, wellbeing tools and more

What will you be doing?
Leading day-to-day Customer Service operations
Ensuring accurate, timely order receipt, processing and release to warehousing and transport partners, while translating S&OE priorities into clear execution

Owning service performance with our 3PL partners
Acting as the primary contact for DHL operations, monitoring KPIs, resolving issues quickly and strengthening ways of working across warehouse and transport planning

Driving continuous improvement and automation
Identifying root causes, improving processes and progressing system enhancements to deliver greater efficiency, accuracy and consistency for KP Snacks and our customers

Supporting change across the business
Playing a key role in NPD launches, SKU and pack changes, promotional activity, stock allocation and volume challenges, ensuring confidence and clarity throughout

Leading, developing and engaging your team
Building a strong and inclusive team culture through coaching, development planning, succession management and clear performance expectations

Who are we?
Were KP Snacks, part of the Intersnack family. Across more than 30 countries, over 15,000 of us work together to make the snacks people love from Hula Hoops to McCoys. In the UK, were a team of around 2,400 colleagues, based across seven sites and our Slough HQ. Were proud of our close-knit culture, where we speak up, celebrate differences and push boundaries together.
Were committed to inclusion
Were building a workplace where everyone belongs. If you dont tick every box, wed still love to hear from you your unique perspective could be just what we need. xwzovoh And if theres anything we can do to make the process easier for you, just let us know.

Wed love to hear from you if you can bring:
Experience in FMCG or 3PL customer service or order management
With strong understanding of ERP-driven processes and how service excellence supports business growth

Proven people leadership capability
Including team engagement, development, performance management and building future talent

A continuous improvement mindset
With experience moving processes from manual to automated and driving standardisation

Strong technical capability
Confident using Microsoft Office, particularly Excel and Outlook, with working knowledge of JDE or a similar ERP system

Excellent collaboration and communication skills
Able to balance day-to-day execution with longer-term thinking, influencing confidently across functions and with external partners

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