Customer Service Manager

Customer Service Manager
East Midlands Gateway
On-site | Monday - Friday, 08:00 - 16:00

Join our snack-loving team
We’re looking for a Customer Service Manager to join us at KP Snacks. If you’re 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, you’ll play a vital role in delivering our promise of Great Service Every Day. You’ll 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. You’ll 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, you’ll also shape how we work cross‑functionally to support growth and create Happy Snacking Moments.

What’s in it for you?
We believe in rewarding our colleagues and helping them thrive. Here’s 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?
We’re 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 McCoy’s. In the UK, we’re a team of around 2,400 colleagues, based across seven sites and our Slough HQ. We’re proud of our close-knit culture, where we speak up, celebrate differences and push boundaries together.

We’re committed to inclusion
We’re building a workplace where everyone belongs. If you don’t tick every box, we’d still love to hear from you – your unique perspective could be just what we need. And if there’s anything we can do to make the process easier for you, just let us know.

We’d 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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