Customer Services Lead

Description Who is USP? Uniformed language for consistency (do not delete) : 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's fundamental belief that Equity = Excellence manifests in our core value of Passion for Quality through our more than 1,100 talented professionals across five global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide. Brief Job Overview This is a leadership role within the Global Customer Service Department, reporting functionally to the US Supervisor of DEA Controls within the Customer Experience, Customer Service umbrella. In this position, the Team Lead is also part of a global team that oversees compliance with DEA, Maryland, and international regulations regarding the processing of international orders for controlled substances and listed chemicals. The role includes working cross-functionally with teams across different regions, providing guidance, expertise, and support in regulatory matters while ensuring consistency in processes globally. The Team Lead supervises and ensures the accuracy and efficiency of the DEA export application process, guiding and mentoring a team to effectively manage documentation and compliance procedures. Key responsibilities include supervising and supporting team members in assisting global customers with complex order and fulfillment processes, maintaining high standards of service, and fostering a collaborative team environment. The Team Lead acts as a subject matter expert, advising customers on required documentation for DEA compliance, addressing escalated inquiries, and resolving product-related concerns. They also oversee investigations into customer complaints, ensuring timely resolution and process improvements. This role requires advanced knowledge of applicable regulations, exceptional leadership and communication skills, and the ability to balance quality and efficiency in a fast-paced environment. The Team Lead ensures maximum goodwill with customers while upholding regulatory standards, maintaining operational controls, and driving continuous improvement within the team. As part of a cross-functional global team, the Team Lead works closely with key stakeholders, contributing to broader strategic objectives while adhering to local and international compliance 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. (30 %) Perform Quality Review for the Teams (30 %) Handle Escalations and based on escalation develop FAQ's (20 %) Monitor Customer Service Team meets the operational targets (10 %) Manage / Monitor Hold reports (10 %) Assist as backup to the team when CSRs are out of the office Roles and Responsibilities : Regulatory Monitoring and Updates : Actively monitors and stays up to date on changes to DEA regulations, Maryland state laws, and international compliance requirements, ensuring the team adapts to new regulatory changes. Implements changes in processes and procedures to reflect any new DEA or regulatory updates or revisions. Cross-Functional Collaboration : Coordinates with cross-functional teams such as Legal, Compliance, Operations, Sales, and Customer Service to ensure seamless execution of DEA-controlled shipments and compliance adherence across the organization. Serves as the point of contact for cross-functional teams and stakeholders across global customer service when addressing complex compliance issues related to controlled substances. Process Optimization and Risk Management : Leads process optimization efforts to improve efficiency, reduce errors, and streamline the DEA export process. Identifies potential risks related to non-compliance or operational inefficiencies and implements corrective actions to mitigate risks. Training and Development : Develops training materials and provides ongoing training to new and existing team members on DEA regulations, order processing, and compliance requirements. Creates and delivers regular training sessions to the global customer service team to improve overall knowledge of controlled substances and export regulations. Documentation and Reporting : Ensures accurate and comprehensive record-keeping for all DEA export orders, applications, and compliance documents, maintaining thorough and organized documentation to meet audit requirements. Prepares regular reports for senior management, highlighting compliance metrics, order fulfillment statistics, and team performance. Escalation and Dispute Resolution : Actively leads escalations involving global customers, working directly with customers and internal teams to resolve issues quickly and efficiently, while maintaining a positive relationship with the customer. Oversees the resolution of complex cases, including order holds, shipping delays, or regulatory issues that impact the timely fulfillment of controlled substance shipments. Continuous Improvement and Best Practices : Champions continuous improvement initiatives for the team, ensuring the use of best practices in handling DEA export processes. Leads regular team discussions and feedback sessions to identify areas for improvement and drive the implementation of best practices across the team. Compliance Audits and Internal Control Checks : Assists with internal audits and ensures the DEA export team adheres to all internal controls and audit guidelines. Participates in external audits or regulatory inspections, ensuring the team is prepared and that documentation is available to meet audit standards. Performance Metrics and KPIs : Establishes and tracks key performance indicators (KPIs) related to the DEA export process, including order accuracy, processing time, compliance adherence, and customer satisfaction. Continuously evaluates and monitors team performance against established KPIs, ensuring consistent delivery of high-quality service and compliance standards. Conducts regular quality reviews to ensure high standards of service and compliance. Analyze trends, identify opportunities for improvement, and address challenges proactively to enhance team performance and customer satisfaction. Customer Relationship Management : Acts as a liaison between the customer and the company to build strong relationships, ensuring trust and satisfaction with the DEA export process. Proactively communicates with key customers to manage expectations and provide status updates on orders, shipments, and compliance-related issues. Who USP is 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 Possesses knowledge about international trade, or law, with demonstrated acumen in global controls and regulatory compliance Fluency in English required. Minimum of five (5) years customer service, order processing or related experience. Proficient use of Microsoft products (Excel, Word, PowerPoint) Call center experience or worked in a B2B customer environment. Advanced education or certifications in regulatory compliance, supply chain management, or quality control are a plus. Proven experience in handling-controlled substances and listed chemicals, adhering to U.S. DEA and international regulations. Previous leadership or team management experience is preferred, with demonstrated success in mentoring and developing teams. 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. Ability and desire to work well with diverse employees and customers in a cooperative and friendly manner. Excellent written and verbal communications skills. Extremely detail oriented with time sensitive submissions and strict deadlines. Must be able to work independently with minimal supervision based on defined team and department guidelines and processes. Ability to engage with cross functional departments to achieve common goals. High ability to multi-task while handling a large volume of work with firm deadlines in a fast-paced environment. Strong typing ability, accurate data entry skills. Excellent organization skills and problem-solving skills. Strong focus and proven ability to foster a great customer experience. Maintains composure and enthusiasm in stressful situations. Minimum of one (1) year of experience processing export permit applications (i.E., DEA Form 161, 236, and 486) in accordance with CFR Title 21 and the Controlled Substances Export Reform Act or any other related experience. Familiarity with imports, exports, customs, and business with other countries. Oracle, Salesforce and GTM (Global Trade Management) knowledge is desirable. Supervisory Responsibilities Customer Service Specialist – Global Controls : 3 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 is protected. Job Category Customer Service Job Type Full-Time