Customer Engagement Specialist

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Marlow, Buckinghamshire, SL7 1TB

Competitive annual pay + bonus plan

Full Time

Permanent

BAP Pharma is the fastest-growing, independently owned pharmaceutical clinical trials supply organisation, with specialist divisions in Comparator Sourcing, Secondary Packaging & Labelling/Global Storage & Distribution and Medicines Access. Our story is one of incredible growth and success, which has culminated in receiving many prestigious awards, such as recognition in Diversity & Inclusion and Social & Environmental, and the continued expansion of our core business operations in UK, Germany and the USA.

We are now looking for experienced and passionate professionals who are dedicated to providing unparalleled customer service, to continue to drive our business forward and become a part of our success story.

If you think you have what it takes to be part of a successful team with an exciting future, please apply today!

Fluent in French the Customer Engagement Specialist will act as a trusted point of contact for healthcare providers, pharmacists, and international partners, supporting the processing of orders for unlicensed medicines supplied through Early Access and Managed Access Programs. Managing customer enquiries from initial request through to order completion, delivering a responsive, knowledgeable, and efficient service while ensuring all activities align with regulatory requirements and BAP Pharma’s ethos of Promise Delivered.

• Responding to enquiries within agreed SLAs and ensuring clear, professional communication.
• Process customer orders and quotations accurately from initial enquiry through to completion, ensuring compliance with all regulatory, regional, and internal requirements.
• Maintain accurate data and documentation throughout the order lifecycle and escalation of compliance issues (e.g., complaints, excursions) as required.
• Build strong working relationships with internal teams such as Logistics, Quality, Regulatory, and Program Management to ensure smooth order progression.
• Support customer account setup, provide guidance on program-specific requirements, and proactively follow up when additional information is needed.
• Confidently use internal systems (e.g., SAP) and stay updated on SOPs, training modules, and process changes.
• Contribute to continuous improvement by sharing customer feedback and identifying opportunities to streamline processes and enhance the customer experience.

• A level or equivalent.
• Advanced fluency in French language.
• Experience in customer service or customer-facing administrative roles.
• Strong written and verbal communication skills.
• Strong attention to detail and accuracy in data handling.
• Customer‑centric mindset with a proactive and solution‑focused approach.
• Ability to work independently and make sound decisions when required.
• Highly organised with strong time‑management skills.
• Flexible and adaptable to changing customer and program needs.
• Previous experience in pharmaceuticals, healthcare, logistics or unlicensed medicines desirable but not essential.

• Private medical insurance
• Life insurance
• Company pension
• Competitive leave
• Flexitime
• Free on‑site parking
• Company Sick pay
• Referral programme
• Wellness programme

BAP Pharma is committed to enabling a supportive work environment, which is diverse and inclusive and based on mutual respect. We offer comprehensive training and development programmes to employees to enable them to excel in their roles. We provide our team with a platform in which to continually progress and excel and deliver on our promises to our clients.

BAP Pharma – Promise delivered. Our people are results driven, tenacious and customer focused
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