Senior Customer Service Coordinator

Job description

Senior Customer Service Coordinator Ashby-de-la-Zouch (home of Hula Hoops, popchips, Nik Naks, and more…) Hybrid role – 4 days in the office, 1 day from home, with a weekend rota for order processing. Join our snack-loving team We’re looking for a Senior Customer Service Coordinator 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. 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. About the role This role is responsible for delivering great service every day by leading a small customer service sub-team within a fast-paced supply chain environment. You’ll oversee order receipt, processing and invoicing, making sure orders move smoothly into third‑party warehousing and transport planning teams, as well as direct dispatch operations at manufacturing sites. You’ll combine people leadership with hands-on operational expertise, using an enterprise resource planning system to ensure orders are accurate, priorities are followed and timelines are met. Working closely with internal supply chain teams, external logistics partners and customers, you’ll focus on service excellence, continuous improvement and developing an engaged, capable team. 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 and annual salary review KP Pension Plan with up to 7% matched contributions Annual bonus scheme 25 days holiday, with the option to buy up to five additional days Comprehensive healthcare support including Health Cash Plan, Digital GP and Employee Assistance Programme KP4ME benefits platform with discounts, cashback and wellbeing support Enhanced family-friendly policies to support colleagues at every stage of life What will you be doing? Leading day-to-day customer service operations Managing a sub-team and customer service processes to ensure accurate order processing and timely release to warehousing, transport and dispatch functions Owning order management and system execution Using an enterprise resource planning system to manage orders and invoicing, ensuring business priorities and planning decisions are accurately reflected Working closely with logistics partners and manufacturing sites Maintaining effective communication to support inventory availability, smooth order flow and delivery of service targets Driving continuous improvement Identifying root cause service issues, implementing solutions and improving efficiency, accuracy, standardisation and automation across customer service processes Developing and supporting your team Leading engagement, performance management, recruitment, training, holiday cover and Personal Development Plans We’d love to hear from you if you can bring: Customer service and order processing experience Experience using systems to receive, manage and process customer orders in a supply chain or operations environment People leadership capability Proven experience leading a small team, supporting performance, engagement and development Strong systems and data skills Confident use of Microsoft Office, particularly Excel and Outlook, with experience of enterprise resource planning systems A continuous improvement mindset Experience improving ways of working, including moving from manual to more automated processes Confidence working cross-functionally A positive, resilient approach with the ability to build strong working relationships with internal teams, logistics partners and customers Our purpose At KP Snacks, we're passionate about creating happy snacking moments through our great tasting snacks and iconic brands. Every day, millions of people enjoy our products, including Hula Hoops, McCoy's, KP Nuts, Tyrrells, Skips, POM-BEAR and Butterkist, making us one of the UK's leading snack manufacturers. For decades, we've been delighting consumers by combining well-loved favourites with exciting innovations that reflect changing tastes and expectations. We're equally passionate about our people and committed to creating a workplace where everyone can grow, develop and make a real impact. As part of the Intersnack Group, one of the world's leading snack manufacturers, we combine global expertise with a shared commitment to creating happy snacking moments every day. 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. #LI-SC1 #LI-Hybrid