Customer Services & Distribution Manager

THE POSITION This role leads the Customer Services & Distribution function for the UK, Ireland, Malta, and Gibraltar, ensuring the reliable and compliant supply of Human Pharma and Animal Health products to all markets. You will manage the full Order to Cash cycle, oversee operational performance and KPIs, and act as the key escalation point for complex customer, logistics and distribution issues. The position also plays a central role in improving O2C processes, strengthening collaboration with Supply Chain, QA, Commercial and our logistics partners, and developing the Customer Services team to deliver a consistently high service level. It is a hands-on leadership role for someone who wants real operational ownership and direct impact on service quality and supply performance across multiple countries.

Tasks & responsibilities

• Oversee end-to-end Order-to-Cash activities for Human Pharma and Animal Health, ensuring orders are processed accurately and on time, aligned with internal KPIs.
• Manage daily order management and query management workflows, ensuring timely handling of inquiries, claims, returns, credit/debit notes, delivery issues, and acknowledgment failures in line with documented procedures and regulatory requirements.
• Act as the escalation point for complex customer, distribution or claim issues, including high-value claims, payment-related escalations, stock discrepancies, and logistics provider queries.
• Lead distribution planning and coordination, including stock allocation strategies, communication with QA/SC, 3PL/4PL partners, and ensuring supply continuity across UK, Ireland, Malta, and Gibraltar.
• Drive reporting and performance visibility, overseeing all O2C, KPI and query reports, monitoring work volumes and ensuring all reporting requirements for internal/external stakeholders are delivered on time.
• Implement/facilitate improvements in Order to Cash processes whilst maintaining compliance with company policies, values and objectives, GDP standards, and legal requirements.
• Lead and develop the Customer Services team, covering onboarding, training, resource planning, 1-to-1 support, capability development and ensuring weekly team communication and alignment.

Requirements

• Demonstrated experience managing a customer service function within a commercial or supply chain environment, including oversight of order processing, inquiries and issue resolution.
• Strong stakeholder management experience, including collaboration with logistics partners, QA, Supply Chain, Commercial, Marketing and key customer accounts.
• Solid understanding of end-to-end supply chain and distribution processes, including KPIs, O2C reporting, stock flow, and compliance with GDP and internal standards.
• Excellent communication, analytical and problem-solving skills, with the ability to manage escalations, identify process gaps, ensure consistent service quality and compliance with regulations.
• Education: GCSE-level qualifications (or equivalent) in English and Mathematics; higher-level qualifications such as A-levels (or equivalent) desirable but not essential.
• High proficiency in Microsoft Outlook, Excel, and Word, with experience using SAP (order management, returns, claims, credit/debit workflows) considered a strong advantage.
• Knowledge of commercial activities and processes within Human Pharma and/or Animal Health industry desirable but not essential.

Please note: our office is currently located in Bracknell but will soon be relocating to the Winnersh Triangle Business Park.