Customer Experience Specialist UK & International

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. How You Will Make an Impact

• Entering and processing orders from UK and international customers in line with standards and SOPs.
• Ensuring compliance by verifying that customers hold the appropriate licences for the products ordered.
• Carrying out bi-weekly reconciliation of international orderbooks.
• Providing high-quality support across all day-to-day customer service activities and processes.
• Responding promptly and effectively to customer inquiries.
• Checking the validity and processing of complaints and returns reported by customers and registration of all complaints and other customer's notifications.
• Identifying process gaps and suggesting, designing, and implementing improvement actions.
• Delivering excellent customer service to all customers and internal stakeholders, including STADA affiliates, distributors, and agents.
• Working with 3PL partners to resolve delivery-related issues.
• Organising and prioritising workload to ensure key milestones and deadlines are met.
• Driving continuous improvements in service levels in line with annual business targets.
• Ensuring key business processes are executed to a high standard and continuously reviewed for improvement.
• Carrying out any other duties as reasonably required.
  
  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).
  
  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 Experience team.
  
  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 and annual bonus scheme. Salary Sacrifice Pension Scheme offering 6% 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. 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.