Description
Who is USP?
The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.
Brief Job Overview
The Customer Service Associate performs administrative and office support activities for the Customer Service (CS) Department. The Customer Service Associate responds to customer inquiries via case, phone, and efax, as assigned by Customer Service Management. Candidate performs all compliance related screening tasks and associated projects to prevent shipping items to denied parties and releases eligible orders. The candidate is also responsible for sending all shipping related documents to customers globally. In addition to the above responsibilities, the incumbent may be responsible for receiving and processing USP’s global customer quotes and queries.
How will YOU create impact here at USP?
As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.
The Customer Service Associate Has The Following Responsibilities
- Verifies compliance with established business rules.
- Responsible for the release of all customer screening holds after verifying the company and contact details in compliance with U.S. Economic Sanctions, Trade and Export regulations as defined by the U.S Department of State, the Bureau of Industry and Security, and the U.S. Commerce Department
- Performs data entry tasks - Salesforce case classification/Triaging on a daily basis.
- Completes special projects and other related assignments as required.
- Answers daily customer correspondence via telephone, cases, and fax from international and domestic Provides order assistance and product information, if required.
- Assist customers daily with query processing while capturing pertinent information within the case in Salesforce, if required.
- Meeting daily targets of cases in Salesforce
- Email Airway Bills, Invoices and Packing Slips to USP global customers daily.
- Alert CS Management immediately regarding any issues that may affect daily operations.
- Complete any other assignment as directed by CS Management
Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.
Who is USP Looking For?
The Successful Candidate Will Have a Demonstrated Understanding Of Our Mission, Commitment To Excellence Through Inclusive And Equitable Behaviors And Practices, Ability To Quickly Build Credibility With Stakeholders, Along With The Following Competencies And Experience
- Graduate with a minimum of 1-2 years of experience as an office or administrative assistant, or customer service-related experience.
- Able to work flexible hours when needed across multiple shifts.
Additional Desired Preferences
Desired preferences are to showcase any additional preferred levels of expertise to perform the role.
- Knowledge regarding basic Salesforce or any other CRM.
Supervisory Responsibilities
None, this is an individual contributor role.
Benefits
USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.
Job Category
Customer Service
Job Type
Full-Time
