Customer Services Operations Manager

Recordati Group; Hemel Hempstead; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Services Operations Manager to lead a passionate team dedicated to delivering exceptional customer service. In this pivotal role, you will oversee operations across multiple countries, ensuring compliance and operational excellence. You will inspire your team, cultivate strong relationships, and drive continuous improvement in service delivery. This is an exciting opportunity to make a significant impact in a global pharmaceutical company that values innovation and the well-being of its clients. Join a diverse environment where your skills and ideas can flourish, and help unlock the full potential of life for patients worldwide.

Qualifications

• Proven experience in managing multilingual customer service teams.
• At least 5 years in customer service management or operations.

Responsibilities

• Lead and develop the Client Service Operations team.
• Ensure efficient order processing and customer satisfaction.

Skills

Leadership

Customer Service Management

Problem Solving

Organizational Skills

Multilingual Capabilities

Education

Bachelor's Degree

Tools

SAP

Excel

Job description

Recordati Hemel Hempstead, England, United Kingdom

Customer Services Operations Manager

With its beginnings in a family run pharmacy in Correggio, Italy in the 1920s, Recordati is now a global pharmaceutical company, listed on the Italian stock exchange, with over 4,500 employees and turnover of over Euro 2bn.

We are a group of like-minded, passionate individuals who go to extraordinary lengths for our patients, customers, partners, investors and the people across the globe who we serve. We develop and commercialise medicines to serve people living with common diseases, as well as those living with some of the rarest, in around 150 countries.

At Recordati, our mantra is simple. We’ve always believed that health, and the opportunity to live life to the fullest, is a right, not a privilege. Whether that is for common diseases or the rarest – we want to give people the opportunity to be the best version of themselves.

This drive will never stop. Together, we will always be reimagining tomorrow – with new ideas, new technologies and new innovations to fight diseases.

Recordati. Unlocking the full potential of life.

Job Purpose

The Client Service Operations Manager is responsible for leading and overseeing the Client Service Operations (CSO) team, ensuring the highest standards of operational excellence and delivering outstanding customer service. This role is pivotal in maintaining efficient order management, ensuring customer satisfaction, and upholding compliance across all operations. The Manager will be dedicated to a defined region encompassing several countries across Europe, including all three franchises: Oncology (Onco), Endocrinology (Endo), and Metabolic (Medo). She/he will inspire, develop, and motivate the CSO team, driving continuous performance improvements while cultivating strong, collaborative relationships within the business and with external customers, ultimately contributing to the company’s reputation for service excellence.

Key Responsibilities

• Team Management & Development: Lead, motivate, and coach a team of Client Service Operations Specialists based in UK, ensuring they deliver high-quality customer service aligned with the company’s values and regulatory requirements. Conduct regular team member reviews and provide training to enhance customer service skills and performance.
• Customer Service Excellence: Ensure the efficient processing of orders and the accurate and timely resolution of customer inquiries. Drive a customer-first approach and handle complex customer complaints and escalations to maintain a high level of satisfaction.
• Operational Leadership: Oversee the daily operations of the CSO team, ensuring adherence to Good Distribution Practice (GDP) and other regulations as applicable. Create and maintain standard operating procedures (SOPs) to ensure compliance and alignment with working practices.
• Collaboration with Internal Teams and external providers: Foster close collaboration with internal departments such as Quality, Finance, Legal, Supply, Logistics, and Commercial to resolve issues, streamline processes, and improve overall service delivery. Work closely with 3PL across Europe to ensure seamless operations. Engage and collaborate with third party providers for E-Invoicing and electronic ordering.
• Pricing Management & Financial Coordination: Oversee the pricing processes to ensure the accuracy of invoicing, collaborating closely with the Finance team to guarantee timely and correct revenue recognition. Ensure alignment between pricing strategies and financial records to support seamless operations and financial reporting.
• Client Relationship Management: Build and maintain strong business relationships with key customers, ensuring timely and accurate service that supports the company’s reputation for excellence.
• Audit & Compliance: Serve as the main point of contact for both internal and external audits, ensuring the efficient collation and submission of all required information and supporting documentation. Work closely with relevant teams to ensure compliance with regulations and that all audit requirements are met in a timely and accurate manner.
• Performance Monitoring & Reporting: Monitor the team’s performance and report on key performance indicators (KPIs). Provide regular data and analysis to key stakeholders. Identify areas for improvement and implement strategies to enhance efficiency and service productivity.
• Training & Mentorship: Provide mentorship to team members, focusing on professional growth and development. Ensure that all team members are trained on best practices and equipped with the skills necessary to meet business requirements.

Required Education

Required Skills and Experience

Proven Leadership: Proven experience in managing and leading multilingual customer service teams or operations in a dynamic, fast-paced environment, driving performance and maintaining high service standards.

Pharmaceutical Industry Experience (Desirable): Previous experience in the pharmaceutical industry is highly desirable, particularly in customer service or operations management, providing valuable insight into sector-specific challenges.

Supply Chain & Logistics Expertise (Desirable): Working knowledge of ambient and cold chain product management within supply chain and logistics functions, enabling effective coordination and problem-solving.

Experience with Senior Stakeholders: Proven ability to engage and collaborate with Country Heads and manage demanding sales targets, demonstrating a strategic, results-driven approach.

Extensive Customer Service Management Experience: At least 5 years of progressive experience in customer service management or operations, including team leadership, performance management, and process improvement.

Multilingual Capabilities (Desirable): Fluency in English and at least one other EU language (written and spoken).

Technical Competencies

ERP System Proficiency: Strong experience with SAP, ensuring smooth operations and efficient order management across various platforms.

Advanced IT & Data Analysis Skills: Excellent IT skills, with proficiency in Excel and other tools for data analysis, reporting, and process optimisation.

Required Behaviours And Competencies

Strong Organisational Skills: Exceptional ability to prioritise tasks effectively, ensuring high attention to detail and successful management of competing demands.

• Ability to Perform Under Pressure: Skilled at maintaining high performance and meeting tight deadlines, while ensuring quality and accuracy.
• Decisive and Solution-Oriented: Capable of making well-informed decisions quickly and effectively, with a focus on problem-solving and delivering solutions.
• Self-Motivated and Results-Driven: A proactive, driven self-starter with a strong focus on results, demonstrating a natural ability to troubleshoot and resolve complex challenges.

Required Languages
Desirable to have one European language.

Travel required in %
0%

At Recordati we believe in people! Inspired by our purpose - unlocking the full potential of life - we are committed to creating a diverse environment and cultivating a culture of inclusion. We strive to continually lead with our values and beliefs, enabling our employees to bring their whole selves to work and develop their potential.

We are proud to be an equal opportunity employer. We recruit, develop and reward without regard to, amongst others, gender, sexual orientation, gender identity or expression, national origin, age, physical or mental ability, race, ethnicity, political or religious belief.

If you are looking to join a company where you can try new things, speak openly, and be bold, we invite you to apply today.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Management and Manufacturing
• Pharmaceutical Manufacturing