STADA Thornton & Ross
Customer Service Team Manager - RxGx
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STADA UK Thornton & Ross is on an exciting growth journey
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.
STADA UK Thornton & Ross – Customer Service Team Manager - RxGx
Huddersfield | U.K. | Full-time | Permanent
You’ll be at the heart of our customer experience operation – leading a high-performing team that delivers exceptional service to every customer, every time, within our critical RxGX channel. You’ll own the performance of your team, driving results against key KPIs through sharp coaching, smart process improvement, and a commitment to continuous development. In our fast-paced, high-volume environment, you’ll thrive on multitasking, switching focus quickly, and keeping productivity consistently high while maintaining the highest standards of service.
How You Will Make An Impact
- Lead the delivery of superior, compliant customer service, ensuring GDP processes are followed consistently.
- Coach and develop an agile customer service team, driving a culture of ownership, improvement, and customer focus.
- Control and optimize departmental workload, claims handling, and reserves, keeping risk and transactional costs low.
- Own proactive customer communication on queries, delays, and shortages, backed by accurate weekly service reporting.
- Resolve customer claims, non-conformances, and escalations in line with SLAs and policy, using data to drive continuous improvement.
- Partner across the organization and act as Customer Service lead for EDI workflows, improving overall customer supply and service.
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What We Are Looking For
- Demonstrable management experience of customer service teams (ideally to GDP standards in a regulated pharmaceutical or FMCG/Food supply chain environment), with strong customer focus and comfort in fast-paced settings.
- Proven people leader in a matrix environment – able to motivate, communicate clearly, and set transparent targets, expectations, and measures.
- Skilled hands-on problem-solver with a proactive, creative approach to complaints and escalations, and the confidence to question the status quo constructively.
- Strong stakeholder manager, able to balance cross-functional needs and build rapport and empathy with a wide variety of customers and markets.
- Highly organized and self-motivated, with excellent time management, prioritisation under pressure, and solid MS Office skills (plus SAP/EDI exposure a bonus).
- Data-driven and improvement-focused, using analysis to monitor performance, drive service and process continuous improvement, and help others reach their potential.
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:
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- 💸 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.
- 🥗 On-site subsidized canteen.
- 🏥 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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