Customer Experience Expert - Remote

About the Role

We are seeking a proactive and detail-oriented Customer Experience Expert remote to join our global Customer Experience team at TAPI. 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.

What You'll Do

• 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.

Requirements

• Master’s degree in Chemical Engineering, Chemistry, Pharmacy, Economics, or a related field.
• Experience working in the pharmaceutical, chemical, or highly regulated manufacturing industry is an advantage.
• 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.

Nice to Have

• Experience in a customer-facing role within the pharmaceutical industry.
• Familiarity with customer experience best practices.
• Knowledge of additional languages.

What We Offer

• Competitive salary and annual salary review.
• Holiday bonus and Christmas bonus.
• Transportation allowance and 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.

Your journey with TAPI is more than a job—it’s an opportunity to make a lasting impact on global health. If you’re ready to lead, innovate, and inspire, we’re excited to welcome you to our team. Together, let’s shape the future of the industry. We look forward to receiving your application, and our Talent Acquisition team will be in touch soon.