We’re seeking a proactive, customer-focused professional who thrives in a fast-paced environment. The ideal candidate brings proven experience in customer service, with a strong ability to handle queries and resolve complaints with empathy, professionalism, and efficiency. The Person: You’ll have excellent communication and organizational skills, enabling you to manage multiple priorities with confidence. A calm, solutions-driven mindset is essential, as is the ability to stay composed under pressure. Above all, you’re passionate about delivering outstanding customer experiences and continuously raising the bar for service excellence. The Role: As Customer Services Team Leader, you’ll play a pivotal role in upholding PROPER SNACKS’ reputation for outstanding customer care. Based at our Nuneaton office, you’ll lead the handling of customer enquiries, ensuring issues are resolved quickly, effectively, and with a customer-first mindset. Acting as the primary point of contact, you’ll build strong relationships with customers, fostering trust and loyalty at every interaction. You’ll also collaborate closely with internal teams to ensure a seamless customer experience, contributing to the smooth day-to-day operation and continued success of our brands. Responsibilities: - Manage customer order books (UK & Export). - Process orders via EDI/Email and transfer to ERP systems - Handle customer queries (e.g., deliveries, pricing, invoices, product availability). - Perform administrative tasks, including matching invoices to PODs and posting to customers. - Support Customer Service team members as needed. - Prepare and process shipping documentation for international shipments (e.g., despatch notes, commercial invoices, customs paperwork). - Ensure compliance with export/import regulations and maintain records for audits. - Liaise with freight forwarders and carriers to book shipments and resolve logistical issues. - Monitor shipments, timelines, and inventory, optimizing procedures and minimizing costs. - Communicate shipment progress to customers and Sales team. - Collaborate with production and Sales to ensure timely delivery and project updates. - Generate Purchase Orders, commercial invoices, and certificates (COO, ATR); apply Incoterms knowledge. - Ensure KPIs are met and participate in project progress meetings. Requirements: - A minimum of 2 years customer service experience, (UK and Export would be preferable within FMCG) - Export experience or knowledge of preparing shipping paperwork and dealing with couriers - A confident communicator with an excellent telephone manner - Efficient administration skills and good attention to detail - Ability to use own initiative with a can do attitude - Ability to work in a high pressured, fast paced environment - IT Literate including Excel and Word - Familiar with systems including EDI, Access and SAP, (preferable but not essential). About PS: PROPER SNACKS is the home of PROPER and Eat Real. The UK’s fastest-growing major snacks company. We’re a diverse team of builders, thinkers, creators and makers - based in London and Nuneaton and serving snackers across Europe. Our brilliant team are united by an insatiable curiosity and driven by an entrepreneurial spirit. At PROPER SNACKS, we don’t sit still. We scale fast, dream big and back our people to make stuff happen. Our values keep us grounded: Be builder. Dream bigger. Seriously fun. 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 Our Approach: 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.