Customer Experience Expert

We are looking for a proactive and detail-oriented Customer Experience Expert to join our global Customer Experience team. In this role, you will support customers worldwide in relation to products manufactured across TAPI sites and act as a key link between the manufacturing sites, sales offices and our customers.

Key responsibilities

• Support and manage customer requests related to API products manufactured at TAPI sites
• Coordinate with internal departments (QA, QC, R&D, MS&T, RA, Production, Logistics, EHS, etc.) to compile accurate and complete responses
• Communicate daily with sales office representatives across multiple regions
• Review, filter, and resolve service requests (SRs) assigned to the CX team
• Use internal systems and databases (e.g. LIMS, Glorya) to prepare responses for customers
• Monitor all pending requests to ensure timely updates and closures
• Prepare and maintain documentation in the CRM system
• Support colleagues as part of the team’s backup structure
• Participate in global CX initiatives and improvement projects
• Lead local CX activities within TAPI and contribute to process optimization
• Mentor and support the development of other CX team members

Professional profile

• Master’s degree in Chemical Engineering, Chemistry, Pharmacy, Economics, or a related field
• Advantage: Experience working in the pharmaceutical, chemical, or highly regulated manufacturing industry
• Understanding of pharma production processes and basic GMP principles
• Ability to work with databases and technical documentation
• Experience working in document repositories and CRM platforms
• Strong analytical skills and ability to interpret data provided by manufacturing sites
• Excellent written communication for preparing customer-facing statements and documentation
• Strong communication skills in English (spoken and written)
• Strong coordination and follow‑up abilities
• Proactive approach to resolving customer inquiries
• Ability to collaborate with cross-functional teams

What do we offer?

• Competitive salary and annual salary review
• Holiday bonus and Christmas bonus
• Transportation allowance
• Meal allowance
• Additional financial benefits and rewards for special life circumstances
• Anniversary awards
• Opportunities for continuous growth and development
• Preventive health check-up at least once every two years
• 24-hour accident insurance
• Multisport membership