Team Lead, Customer Experience

Role Overview: You will be taking on a leadership position within the Global Customer Service Department at the U.S. Pharmacopeial Convention (USP). Reporting to the US Supervisor of DEA Controls, you will oversee compliance with DEA, Maryland, and international regulations for processing international orders of controlled substances and listed chemicals. Your role will involve collaborating with teams globally, providing guidance on regulatory matters, and ensuring consistent processes across regions. Key Responsibilities: - Supervise and support team members in assisting global customers with complex order and fulfillment processes. - Maintain high service standards and foster a collaborative team environment. - Act as a subject matter expert, advising customers on required documentation for DEA compliance and resolving product-related concerns. - Oversee investigations into customer complaints, ensuring timely resolution and process improvements. - Monitor and ensure accuracy and efficiency in the DEA export application process. - Handle escalations and develop FAQs based on escalations. - Manage and monitor hold reports. - Assist as a backup to the team when Customer Service Representatives are out of the office. Qualification Required: - Bachelor's degree. - Knowledge of international trade or law with expertise in global controls and regulatory compliance. - Fluency in English. - Minimum of five (5) years of experience in customer service, order processing, or related fields. - Proficient in Microsoft products (Excel, Word, PowerPoint). - Previous experience in handling controlled substances and listed chemicals while adhering to U.S. DEA and international regulations. - Preferred: Advanced education or certifications in regulatory compliance, supply chain management, or quality control. - Preferred: Previous leadership or team management experience. Additional Details of the Company: At USP, you will contribute to the organization's mission of increasing equitable access to high-quality, safe medicine and improving global health through public standards and programs. The company invests in the professional development of all people managers to ensure engaged and productive work environments. Please note that the desired preferences listed are not requirements but would be beneficial for the role: - Ability to work well with diverse employees and customers. - Excellent written and verbal communication skills. - Detail-oriented with time-sensitive submissions and strict deadlines. - Ability to work independently based on defined guidelines. - Strong multitasking abilities in a fast-paced environment. - Excellent organization and problem-solving skills. - Experience in processing export permit applications. - Familiarity with imports, exports, customs, and business with other countries. - Knowledge of Oracle, Salesforce, and GTM (Global Trade Management) is desirable.,