Job Description

Description Summary of the Position The incumbent is responsible for receiving and processing USP’s global customer Quotes and responding to Queries on a daily basis for USP products which include 4200+ Reference Standards, and publication products. The Customer Service Representative responds to customer inquiries via Email case, phone, and efax, with specialization 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 Quote and Query processing. Ensures maximum goodwill with all customers and responds to inquiries within 48 business hours by following USP’s Customer Experience Goal Standards. Roles and Responsibilities

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  Answers daily customer correspondence via telephone, Email cases, and efax from international and domestic customers. Provides order assistance and product information.
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  Assists customers daily with quote and query processing while also capturing pertinent information within the case in Salesforce.
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  Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.
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  Meet daily targets of cases in Salesforce for Quotes and Queries, as assigned by CS Leadership.
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  Works with Distribution to coordinate the movement of products and shipments.
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  Verifies compliance with US Export regulations for EAR/ITAR/IRS items, and ensures compliance with established Economic Sanctions regulations.
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  Verifies compliance with Environmental Protection Agency such as EPA (Ozone Depleting items).
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  Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).
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  Build sustainable relationship of trust through open and interactive communications.
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  Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with them.
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  Maintaining a positive, empathetic, and professional attitude toward customers at all times.
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  Documents customer feedback and complaints regularly in Salesforce so that issues can be analyzed and resolved.
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  Identify and communicate trends that impact the customer experience in their day to day operations with CS Management.
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  Maintain updated knowledge of all company products and services to provide adequate education to customers.
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  Assist Team Management with initiatives and projects as required.
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  Assists customers with USP Store registration and order issues/questions.
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  Performs other related duties as assigned.

Basic Qualifications

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  Graduate from any stream (preferably Science degree)
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  Fluency in English required.
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  Minimum of three (3) years customer service, order processing or related experience.
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  Able to work flexible hours when needed. Required to work scheduled shifts as decided by CS Management.
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  Proficient use of Microsoft products (Excel, Word, Outlook).
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  Call center experience consumer or B2B customers.
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  Typing speed should be minimum 70 words per minute.

Preferred Qualifications

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

Supervisory Responsibilities None. Benefits USP provides you with the benefits you need to protect yourself and your family today and tomorrow. From company-paid time off, comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial wellbeing are protected. About USP The U.S. Pharmacopeial Convention (USP) USP is an independent scientific organization that collaborates with the world's top experts in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP brings together more than 1,100 talented professionals across five global locations to deliver its mission to strengthen the supply of safe quality medicines and supplements worldwide. USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. Employment selection and related decisions are made without regard to sex, race, age, disability, religion, national origin, color, veteran status, sexual orientation, gender identity or any other protected class. We are committed to working with and providing reasonable accommodation to individuals with disabilities. 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. Note: As a condition of employment with United States Pharmacopeia- India Private Limited’s (USP), duty to provide and maintain a workplace that is free of known hazards, all employees and contingent staff hired after November 1st, 2021 are required to be fully vaccinated unless a a reasonable accommodation is approved. Job Category Customer Service Job Type Full-Time