Customer service technician

As a global life science company, taking care of human, animal and plant life has been our priority for 50 years. Today, we are a world leader in the production of heparin – the primary anticoagulant used to save approximately 100 million lives every year. We have also set the benchmark for the manufacture of APIs and functional ingredients for the pharmaceutical, nutraceutical, veterinary, animal nutrition and agricultural sectors. We work to innovate in human, animal, and plant health.

We believe that partnership is the key to success and we support our partners across the healthcare, plant and animal health markets worldwide.

Ensure effective, traceable and compliant management of customer complaints and product recalls, acting as a liaison between the customer and technical areas (QA, Production, Logistics, Regulatory) to protect product quality, safety and the company's reputation, while improving the customer experience.

Responsibilities:

Customer complaint management:

• Receipt, registration and classification of complaints by criticality in the quality system.
• Preliminary analysis of the incident and classification according to criticality.
• Coordination with Production, Logistics and QA for root cause investigation.
• Root cause tracking (5 whys, Ishikawa) and definition of CAPAs.
• Preparation of technical reports and proposal of corrective actions.
• Clear and professional communication with the customer regarding the status and resolution of the complaint.

Technical customer service:

• Coordinate the resolution of queries related to product quality and applicable regulations by seeking the response of the appropriate experts in each case.
• Act as a liaison between the customer and technical areas to ensure quick and accurate responses.
• Maintain an up-to-date record of interactions and solutions provided.

Collaboration in product recalls:

• Participate in the planning and execution of product recalls.
• Ensure proper traceability and documentation of the process.
• Coordinate with Regulatory Affairs and health authorities when necessary.
• Prepare post-recall reports with impact analysis and proposals for improvement.

Monitoring and continuous improvement:

• Analyse trends in complaints to identify critical areas.
• Propose preventive actions and improvements in internal processes.
• Participate in interdepartmental meetings to optimise the customer experience.
• Generate periodic reports on quality indicators related to customer service.
• Internal coordination and administrative support
• Manage documentation associated with complaints and recalls.
• Keep records in the quality management system up to date.
• Prepare presentations and reports for audits and internal reviews.
• Support internal training on complaint management and customer service.

About You:

• Degree in Pharmacy, Chemistry, Biotechnology or similar.
• Solid knowledge of GMP regulations and quality management systems.
• Additional training in document management and compliance is desirable.

If this sounds like a role that you would be interested in, then we would love to hear from you. Apply with a copy of your CV at the link below.

*Please apply with your CV to stephen.mcnaughton@saria-foodpharma.com in English where possible

We value the support recruitment agencies provide, however we are unable to accept speculative CV’s from agencies we are not already engaged with.

Closing Date: 5th January 2026

*Please note, closing dates are subject to change and, at time of high volume of applications, this may be brought forward.

We value diversity and are committed to an inclusive working environment in which all employees are respected and supported regardless of gender, age, ethnic origin, religion, sexual orientation, disability, or social background. We expressly welcome applications from people with a wide range of perspectives and experiences. Our goal is to ensure equal opportunities and actively combat discrimination – both in the application process and in everyday working life.