Customer Service Team Manager

STADA Arzneimittel AG; Huddersfield; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Service Team Manager to lead a dynamic team dedicated to delivering outstanding service. In this pivotal role, you will foster a culture of continuous improvement while ensuring compliance and efficiency in customer interactions. Your expertise in customer service within a regulated environment will be key as you navigate challenges and drive team performance. This innovative firm offers a supportive work environment that values diversity and inclusion, along with a comprehensive benefits package, including competitive salary, hybrid working options, and health benefits. Join us in making a meaningful impact on customer satisfaction and team success.

Benefits

Car Allowance

Annual Bonus

Pension Scheme

25 Days Annual Leave

Health Benefits

Wellbeing Support

Electric Car Scheme

Family Leave

Qualifications

• 3-4 years of experience in a customer service role, preferably in a regulated industry.
• Strong communication and problem-solving skills with a customer-focused approach.

Responsibilities

• Deliver superior customer service and develop a high-performance team.
• Handle escalated issues and collaborate to improve customer supply and service.

Skills

Customer Service Experience

Problem-Solving

Time Management

Stakeholder Engagement

Data Analysis

Communication Skills

Adaptability

Tools

MS Office

SAP

EDI/FTP Systems

Job description

Job Title: Customer Service Team Manager

Location: Huddersfield, U.K.

Type: Full-time, Permanent

STADA UK Thornton & Ross is on an exciting growth journey with over 700 employees committed to our purpose of Caring for People’s Health as a Trusted Partner. Join us in shaping the future by living our values of Integrity, Entrepreneurship, Agility, and One STADA. We value an open culture where your uniqueness is appreciated.

Role Overview

As our Customer Service Team Leader, you will ensure high-quality, comprehensive customer service to internal and external clients, aligning with standards and procedures. Your role involves leading a high-performance team, achieving KPI metrics through coaching, continuous improvement, and development, within a fast-paced environment that requires multitasking and adaptability.

Key Responsibilities

1. Deliver superior customer service, ensuring compliance and consistent process delivery, while developing an agile customer service team.
2. Foster a customer-focused culture of continuous improvement, taking ownership of workload management, claims, and assistance tasks.
3. Review processes and risks regularly to enhance efficiency, reduce transactional costs, and proactively communicate with customers regarding queries, delays, and shortages.
4. Ensure weekly Service Reporting/OTIF is accurate and support business improvements, resolving claims and non-conformance issues within SLAs.
5. Handle escalated issues and complaints, ensuring proper logging and regulatory compliance, and authorize claims within limits.
6. Collaborate with other organizational parts to improve customer supply and service, supporting EDI workflow development.

Candidate Profile

• Experience in a Customer Service environment, preferably within a regulated industry, with 3-4 years of relevant experience.
• Proven ability to motivate and communicate effectively within a matrix environment, with a strong customer focus.
• Proactive problem-solver with excellent time management and stakeholder engagement skills.
• Self-motivated, responsible, with strong data analysis and communication skills.
• Ability to work under pressure, adapt quickly, and proficient in MS Office, SAP, and EDI/FTP systems. Experience in FMCG or Supply Chain is desirable.
• Strong organizational skills to manage workload and meet project deadlines.
• Excellent influencing and relationship-building skills, demonstrating adaptability and resilience.

Benefits

We care for our employees with competitive salary, car allowance, annual bonus, pension scheme, hybrid working, 25 days annual leave plus bank holidays, health benefits, wellbeing support, electric car scheme, family leave, and more. We promote diversity and inclusion, welcoming applications regardless of background, including those without pharmaceutical experience.