Customer Service and Fulfilment Manager

🏖️ 24 days' holiday, plus bank holidays, plus Christmas closure
💵 Company bonus
🥣 Quarterly factory events centered around amazing food
💛 A paid volunteering day to support a cause that matters to you
🎁 Bespoke perks to suit you - choose from free Audible, discounted ClassPass and more
🩺 Medical cover and cashback on everyday healthcare costs
🚲 Cycle to Work scheme
🚗 Electric car salary sacrifice scheme
👨👩👧 Enhanced family leave

Role: Customer Services & Fulfilment Manager
Department: Supply Chain (Customer Services)
Location: Nuneaton - Hybrid, minimum 3 days a week in the office
Reports to: Head of Supply Chain

Let's shake up snacking.
At PROPER SNACKS, we're here to improve snacking. Home to PROPER and Eat Real, we're the fastest-growing snacking business in Europe, creating category-defining brands that challenge convention and bring seriously tasty, better snacks to more people, more often. We're growing at more than 30% year on year and driving more than 10x our fair share of category growth for our retail partners. And we're doing it with better snacks. On average, our products have the most fibre and protein of the top five snack makers. We're growing fast, but we're doing it by making snacking better. We're builders, thinkers, creators and makers. We move fast, back ourselves and aren't afraid to do things differently.

The Customer Services & Fulfilment Manager is responsible for managing 3PL performance (secondary deliveries) across our network while leading the Customer Services function. You'll own the end-to-end service experience for our retail, food-service and export customers - making sure every order of PROPER and Eat Real reaches them on time, and that they love working with us. We're growing fast and can't make enough snacks, so great service is how we keep winning. This is a role for someone who wants to lead a team, fix things for good and be the voice of the customer across the business - not just process orders.

• Own and manage secondary SLAs with our 3PL partners, driving excellent service and on-time delivery.
• Develop and implement standards, processes and procedures to ensure a seamless flow of information and goods across the supply chain.
• Work closely with internal stakeholders to support business-wide supply chain and operational improvements.
• Lead the Customer Services function, ensuring a consistently high standard of customer care across UK and export customers.
• Act as the senior escalation point for complex or high-impact customer and delivery issues.
• Manage and develop the Team
• Ensure customer service processes support efficient order management, invoicing, export documentation and delivery communication.
• Use customer feedback and service data to drive improvements in experience and operational performance.
• Build strong, collaborative relationships with Customer Supply Chain teams, 3PL partners and internal teams.
• Lead and develop teams to deliver excellent service, accountability and continuous improvement.
• Promote safe, compliant and sustainable working practices across logistics operations.

• Experience leading a customer service team in FMCG, ideally food, working with retail and food-service customers
• A real customer service mindset: you manage customer and business expectations and communicate clearly with everyone. You know order processing inside out, but you're much more than an order processor
• Proven people leadership, including developing people and handling underperformance
• Experience managing 3PL partners against SLAs and KPIs

PROPER SNACKS is the home of PROPER and Eat Real. The UK's fastest-growing major snacks company.

Whether you're joining us in London - where the brands are built, and big ideas take flight. Or in Nuneaton where magic happens in our factory and every bag gets made - you'll be part of a team shaking up the snacking world. Get a flavour of what life is like at PROPER SNACKS here.

LDN - Drummond Street - London - NW1 3HP
NUN - Townsend Dr - Nuneaton - CV11 6TJ

PROPER and Eat Real is an equal opportunities employer and we do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age. Please let us know if there is anything we can do to accommodate you to participate fully in the recruitment or interview process.