Team Lead, Customer Experience

Description

Who is USP

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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

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

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.

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

Skills Required

International Trade, Salesforce, global trade management , Oracle, Regulatory Compliance