The primary objective of this role is to deliver exceptional levels of customer service while ensuring OTIF targets are consistently achieved in line with applicable standards and procedures. You will be responsible for order processing and delivery monitoring in line with agreed cut-offs, as well as providing timely responses to both internal and external customer inquiries, including handling complaints and returns. The role also requires close collaboration with cross‑functional teams to ensure alignment and continuous improvement in customer service delivery.
STADA UK Thornton & Ross is on an exciting growth journey with more than 700 employees fully committed to our purpose of Caring for People’s Health as a Trusted Partner – an open culture where your uniqueness is valued.
How You Will Make an Impact
* Enter and process orders from UK and international customers in line with standards and SOPs.
* Ensure compliance by verifying that customers hold the appropriate licences for the products ordered.
* Carry out bi‑weekly reconciliation of international orderbooks.
* Provide high‑quality support across all day‑to‑day customer service activities and processes.
* Respond promptly and effectively to customer inquiries.
* Check the validity and process complaints and returns reported by customers and register all complaints and other customer notifications.
* Identify process gaps and suggest, design, and implement improvement actions.
* Deliver excellent customer service to all customers and internal stakeholders, including STADA affiliates, distributors, and agents.
* Work with 3PL partners to resolve delivery‑related issues.
* Organise and prioritise workload to ensure key milestones and deadlines are met.
* Drive continuous improvements in service levels in line with annual business targets.
* Ensure key business processes are executed to a high standard and continuously reviewed for improvement.
* Carry out any other duties as reasonably required.
Qualifications
* English and Maths at GCSE level (grade C or above), or equivalent.
* 1–2 years of relevant work experience.
* Experience with SAP or similar ERP systems.
* Excellent understanding of GDP or experience working within a highly regulated industry.
* Experience using customer portals.
* Proficiency in MS Office (Excel, Word, PowerPoint, Outlook).
Benefits
* Competitive salary and annual bonus scheme.
* Salary sacrifice pension scheme offering 6% employer contribution rates.
* Hybrid working – three days of your choice in the office, remaining days working at home.
* 25 days of annual leave plus bank holidays with the potential to buy up to 5 additional days.
* Free winter flu jab.
* Wellbeing support through the Employee Assistance Programme and KYAN Wellbeing – open coaching and counselling for you and your family.
* Electric car scheme through Octopus Energy, plus free on‑site EV charging.
* Cycle to Work scheme.
* Enhanced family leave.
* Many more employee benefits and 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.
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