Customer Service Team Manager Job Details | STADA Arzneimittel AG

STADA; Huddersfield; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Service Team Manager to lead a dynamic team in delivering superior customer service. This role involves coaching and developing team members, ensuring compliance with regulatory standards, and driving continuous improvement. You'll thrive in a fast-paced environment, managing multiple tasks while maintaining high productivity. With a commitment to employee well-being, the company offers competitive salaries, hybrid working options, and various health benefits. If you are passionate about customer service and team leadership, this is an exciting opportunity to make a significant impact.

Benefits

Competitive Salary

Car Allowance

Annual Bonus Scheme

Pension Scheme (8% employer contribution)

25 Days Annual Leave

Health Benefits (Private Medical Insurance)

Free Winter Flu Jab

Wellbeing Support

Electric Car Scheme

Cycle to Work Scheme

Qualifications

• Experience in a regulated Customer Service environment.
• Proven ability to manage and motivate team members.

Responsibilities

• Deliver high-quality customer service and ensure KPI metrics are achieved.
• Handle escalated issues and ensure complaints are resolved.

Skills

Customer Service Experience

Team Management

Problem Solving

Data Analysis

Communication Skills

Time Management

Education

Relevant Work Experience (3-4 years)

Tools

MS Office (Excel, Word, PowerPoint, Outlook)

SAP

EDI/FTP

Job description

STADA UK Thornton & Ross is on an exciting growth journey with more than 700 employees being fully committed to our purpose of Caring for People’s Health as a Trusted Partner. Together we are shaping the future of Thornton & Ross by living our values of Integrity, Entrepreneurship, Agility and One STADA. If you want to work in an open culture where your uniqueness is valued, join our Customer ServiceTeam…

STADA UK Thornton & Ross – Customer Service Team Manager

Huddersfield |U.K.| Full-time | Permanent

As our Customer Service Team Leader, you will be responsible for providing high-quality, comprehensive customer service to all internal and external customers, in accordance with applicable standards and procedures. This role requires driving a high level of performance within the customer experience team, ensuring all KPI metrics are achieved through effective coaching, continuous improvement, development of the team, and understanding the significant part this plays within their role. Customer Service is a fast-paced, busy environment that requires the ability to multitask and change focus whilst ensuring productivity remains consistent.

How you will make an impact

• You will deliver 'Superior' customer service for our clients and customers, ensuring regulatory compliance and business processes are followed and delivered consistently, supporting and developing a Customer Service Team to be agile in delivering excellent service.
• You will contribute to a 'customer-focused' culture of continual improvement, taking ownership and becoming empowered to contribute to meeting business goals, viewing the department's workload for claims and assistance task reassignments, monitoring and setting reserves.
• You will assist with consistent review of processes and potential risks to ensure the department operates in the most efficient manner possible, reducing transactional costs and risks to the business, ensuring proactive communications with Customers on any queries, order delays, and shortages.
• You will ensure accurate Service Reporting/OTIF is available on a weekly basis and support the business in driving any required improvements, ensuring all Customer claims and Non-conformance are resolved in line with SLA and corrective actions put in place as required.
• You will proactively handle escalated issues and ensure complaints are resolved where possible, logged in accordance with business policy, and meet regulatory guidelines, authorizing claims for settlement within approved limits and issuing.
• You will work closely and support other parts of the organization for the overall objective of improved customer supply and service, supporting the ongoing development of EDI workflows as the Customer Service lead.

What We Are Looking For

• You have experience within a Customer Service environment, ideally within a regulated industry, with 3-4 years of relevant work experience.
• You have a proven ability to manage, motivate, and effectively communicate to team members in a matrix environment, demonstrating a high degree of customer focus.
• You possess a proactive and creative approach to problem-solving and complaint handling/escalation, with the ability to effectively balance cross-functional stakeholder needs and exceptional time management skills.
• You are self-motivated, accustomed to a high degree of responsibility, with excellent data analysis skills and effective communication skills in both written and verbal forms.
• You can work well under pressure and in a fast-paced environment, with the ability to adapt, prioritize, and manage team and personal workload, proficient in MS Office (Excel, Word, PowerPoint, Outlook).
• Experience of working on SAP and automated order entry (EDI/FTP), FMCG, and a background in a Supply Chain environment are desirable.
• Ability to manage your own workload, adhering to project timelines and perform critical thinking to overcome the challenges of the transition project.
• Excellent communication and influencing skills and able to build strong working relationships with stakeholders
• Demonstrate a high degree of adaptability and resilience, making you a valuable leader in a dynamic environment.

How we care for you

At Thornton & Ross our purpose “Caring for people’s health as a trusted partner” motivates us every day. And what would be a better place than starting with our own employees. Which is why we give much in return:

Competitive salary, car allowance and annual bonus scheme.

Salary Sacrifice Pension Scheme offering 8% employer contribution rates.

Hybrid working – we spend three days of your choice in the office, with the remaining days working at home.

25 days of annual leave plus bank holidays with the potential to buy up to 5 additional days.

Health benefits provided through our Vitality Private Medical Insurance.

Free winter flu jab.

Wellbeing support through our Employee Assistance Programme and KYAN Wellbeing – offering free coaching and counselling services for you and your family.

Electric Car Scheme through Octopus Energy, plus free on-site EV charging.

Cycle to Work Scheme.

Enhanced Family Leave.

Plus, many more employee benefits & celebration events.

STADA Group values and promotes its diverse culture, regardless of gender, age, social or ethnic origin, disabilities, religion, ideology, or sexual orientation. We use the strength of our uniqueness to develop creative ideas, expand our experience and increase innovative strength. Our focus is on equal opportunities, respectful cooperation, and the promotion of an inclusive working environment. We are looking forward to your application and welcome applications without a pharmaceutical background.

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