The U.S. Pharmacopeial Convention (USP) Manager, Customer Service - DEA Export Operations in Frederick, United States
Manager, Customer Service - DEA Export Operations
Summary of the Position:
The Customer Service, DEA Export Operations Manager is a supervisory position in the Customer Service Department reporting to the Senior Director of Customer Experience. The incumbent in this role will be responsible for the oversight, support, and execution of DEA Export operations within Customer Service ensuring a seamless end-to-end ordering experience of controlled substances and listed chemicals for our global customer clientele in compliance with applicable DEA, State of Maryland, and international regulations. The ideal candidate will be capable of functioning on a technical and operational level in support of complex order and fulfillment processes. Additionally, they will be adapt of developing strategies that support and enhance the end-to-end experience for all USP customers and stakeholders in ways that improve operational excellence; allow seamless connection across all touch points; and increase the order-to deliver value for our global customer base. They will actively collaborate with cross-functional stakeholders across divisions at all organizational levels to accomplish operational, departmental, and/or corporate objectives. The candidate must possess strong leadership, people management, and collaboration skills.
The successful candidate will have experience and be skilled in the following areas:
Extremely detail oriented with ability to handle multiple priorities and tasks in a fast-paced environment with time sensitive submissions and strict deadlines.
Excellent communications (written and verbal), analytical and problem solving & decision-making skills.
Must have ability to work independently.
Provides leadership, guidance, direction, and supervision to Customer Service direct reports.
Manages all aspects of employee performance management, including developing and setting performance goals; communicating job expectations; counseling, coaching and mentoring; disciplinary actions; writing and delivering performance evaluations.
Responsible for managing and overseeing the execution of the DEA Export application process for submission to the DEA Compliance Team and the DEA.
Assists and educates customers on required information needed for successful completion and submission of DEA Forms.
Works closely with the DEA Compliance Team on necessary amendments for resubmission to the DEA, as applicable.
Reviews and provides needed input for completion of DEA Return information.
Ensures Customer Service order documents pertaining to controlled substances and listed chemical exports are accurate, complete and readily accessible.
Assists Distribution and DEA Compliance with resolving controlled substances and listed chemicals export related issues.
Investigates, documents and resolves customer problems and complaints in a timely fashion, including complex issues related to international export regulations.
Ensures necessary resources and tools are available to staff for quality customer service delivery.
Defines and communicates customer service standards and oversees the achievement and maintenance of customer service levels and standards to ensure customer and organizational expectations are met.
Develops, updates, improves, and implements customer service policies and procedures.
Ensures adherence to USP Standard Operating Procedures (SOPs) and applicable Operation Manuals to maintain compliance.
Supports key projects, including Customer Experience Transformation efforts, to drive excellence in service.
Works cross-functionally and with USP management to support and implement USP’s growth strategies, as needed.
Analyzes relevant data and statistics to determine customer service staff output.
Identifies areas of improvement and implements strategies and necessary changes within their team to improve quality of service, productivity and profitability.
Integrates employee engagement concepts into their daily routine to create a culture of high performance and motivation; leads by example.
Ensures a high level of quality combined with overall value to USP.
Performs other related duties and special projects as assigned.
Roles and Responsibilities:
Bachelor’s degree in a business, sales or related field.
Minimum of three (3) or more years of customer service-related experience; thorough understanding of contact center operations also highly desired.
Minimum of three (3) years of experience managing multiple direct reports in a supervisory role.
Minimum of three (3) years managing all aspects of employee performance management, including developing and setting performance goals; communicating job expectations; counseling, coaching and mentoring; disciplinary actions; writing and delivering performance evaluations.
Minimum of three (3) years of experience identifying and addressing staff training and development needs to improve performance and support staff growth.
Familiarity with, and prior use of, CRM systems and CX KPIs/metrics.
Must be proficient in Microsoft software (Word, Excel, PowerPoint, Outlook).
Five (5) or more years of DEA export-related experience, with at least three (3) years in a managerial role.
Minimum of three (3) years of experience managing and executing the export permit application process (i.e. DEA Form 161, 236, and 486) in accordance with CFR Title 21 and the Controlled Substances Export Reform Act.
Five (5) or more years of customer service-related experience with a thorough understanding of contact center operations.
Proficiency in Oracle systems.
Strong knowledge of CX platforms, CRM systems, business-to-business (B2B) environments.
Experience using CX KPIs/metrics as well as other qualitative and quantitative data to analyze and drive customer-centric activities that improve the overall consumer experience.
Prior experience in life sciences industry (i.e. scientific, pharmaceutical, or healthcare based industry).
Experience with change management and business process improvement initiatives.
Customer Service Representative(s)
Senior Customer Service Representative(s)
USP offers an impressive benefits package , including:
Generous paid time off – 13 paid holidays, 10 sick days and 15 vacation days per year to start
An annual 401(k) contribution, beginning after 1 year of service, of 10% of pay (base and bonus) every pay period that vests immediately
Comprehensive individual and family healthcare plans with affordable premiums and low annual deductibles ($250/individual or $500/family)
The U.S. Pharmacopeial Convention (USP) is a scientific nonprofit organization that sets standards for the identity, strength, quality, and purity of medicines, food ingredients, and dietary supplements manufactured, distributed and consumed worldwide. USP’s drug standards are enforceable in the United States by the Food and Drug Administration, and these standards are used in more than 140 countries.
Being a part of USP means belonging to a diverse culture made up of more than 1,000 talented professionals working together at five international locations. We share our expertise in science, IT, human resources, quality assurance, communications, administrative management, and more...all to support an overall mission dedicated to making a difference by providing standards and programs that help improve the quality of medicines, dietary supplements, and foods 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.
Frederick, United States
Job Category Customer Service