Customer Service Representative

Description

Who is USP?

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world's top authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our core value of Passion for Quality through our more than 1,300 hard-working professionals across twenty global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide.

At USP, we value inclusivity for all. We recognize the importance of building an organizational culture with meaningful opportunities for mentorship and professional growth. From the standards we create, the partnerships we build, and the conversations we foster, we affirm the value of Diversity, Equity, Inclusion, and Belonging in building a world where everyone can be confident of quality in health and healthcare.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. We are committed to creating an inclusive environment in all aspects of our work—an environment where every employee feels fully empowered and valued irrespective of, but not limited to, race, ethnicity, physical and mental abilities, education, religion, gender identity, and expression, life experience, sexual orientation, country of origin, regional differences, work experience, and family status. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

Brief Job Overview

The incumbent is responsible for receiving and processing USP’s global customer quotes and orders on a daily basis for USP products which include 4800+ Reference Standards, and publication products. The Customer Service Representative responds to customer inquiries via email, phone, and fax, as assigned by Customer Service Management. Resolves problem orders and investigates and documents complaints from customers. Responsible for assisting domestic and international customers with complex order and fulfillment processes. Responsible to manage Orders and other customer service responsibilities. Ensures maximum goodwill with all customers, and processes orders and responds to inquiries within 24-48 business hours by following USP’s Customer Experience Goal Standards.

How will YOU create impact here at USP?

In this role at USP, you contribute to USP's public health mission of increasing equitable access to high-quality, safe medicine and improving global health through public standards and related programs. In addition, as part of our commitment to our employees, Global, People, and Culture, in partnership with the Equity Office, regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments.

The Customer Service Representative has the following responsibilities:

• Answers daily customer correspondence via telephone, email, and efax from international and domestic customers. Provides order assistance and product information.
• Assists customers daily with the full order cycle, from quote and order entry into the ERP system to fulfillment.
• Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.
• Meet daily targets of Order, Query and Quotes as assigned by CS Leadership.
• Works with Distribution to coordinate the movement of products and shipments.
• Verifies compliance with US Export regulations for EAR/ITAR/IRS items, and ensures compliance with established Economic Sanctions regulations.
• Verifies compliance with Environmental Protection Agency such as EPA (Ozone Depleting items).
• Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).
• Handle Quotes/Orders with Special Importing Requirements
• Build sustainable relationship of trust through open and interactive communications.
• Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with them.
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Documents customer feedback and complaints regularly as Service Requests in Oracle ERP system so that issues can be analyzed and resolved.
• Identify and communicate trends that impact the customer experience in their day to day operations with Customer Service Management.
• Maintain updated knowledge of all company products and services to provide adequate education to customers.
• Contribute towards creation of Customer Service Training Documents.
• Assist Team Management with initiatives and projects as required.
• Assists customers with USP Webstore registration and order issues/questions.
• Helps translate and/or review translated documents.
• Performs other related duties as assigned.

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:

• Bachelor's degree in any field.
• Minimum 2 year Customer service, Order to Cash or Related Experience.
• Fluency in English required.
• An equivalent combination of experience and education may substitute. Bachelor’s degree is a plus.
• Proficient use of Microsoft products (Excel, Word, Outlook).
• Able to work flexible hours when needed, including night shift starting 10PM.
• Require Contact Center Experience- B2B or B2C
• Typing speed should be minimum 40 words per minute.

Additional Desired Preferences

Desired preferences are to showcase any additional preferred levels of expertise to perform the role. Reminder: any items listed in this section are not requirements nor disqualifies for candidate consideration.

• Oracle ERP knowledge is desirable but not required
• Salesforce (CRM) is preferred
• Familiarity with Ariba or other EDI processes is desirable but not required
• Strong focus and proven ability to foster a great customer experience.
• Exceptional Customer Service skills.
• Exceptional multi-tasking ability while handling large volume of work with firm deadlines.
• Excellent organization skills, problem solving skills, and attention to detail required.
• Excellent time management and effective decision- making skills.
• Excellent communication skills (written and oral)
• Previous experience and proven track record for managing a high volume of email and phone calls.
• Strong telephone skills, typing ability, accurate data entry skills.
• Ability to work in a fast-paced environment.
• Able to establish and nurture relationships with individuals of varying backgrounds.
• Maintains composure and enthusiasm in stressful situations.
• Exceptional team skills.
• Must be able to work independently and in a team environment and to escalate issues as appropriate.
• Familiarity with import, export, customs, and business with other countries.
• Prior experience in Pharma/Life Sciences/Chemicals/ Analytical Instrumentation would be preferable.

Supervisory Responsibilities

No

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