The U.S. Pharmacopeial Convention (USP) (Senior) Customer Service Representative in Frederick, United States

(Senior) Customer Service Representative

Tracking Code

1182-679

Job Description

Summary of the Position:

The incumbent is responsible for receiving and processing USP’s global customer orders on a daily basis for USP products which include 3500+ Reference Standards, some of which are dangerous goods, controlled substances, or list chemicals, as well as publication products. The (Senior) Customer Service Representative responds to customer inquiries via email, phone, and fax, 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 order and fulfillment processes. Ensures maximum goodwill with all customers, and processes orders and responds to inquiries within 24-48 business hours.

Roles and Responsibilities:

  • Answers daily customer correspondence via telephone, email, and fax from international and domestic customers. Provides order assistance and product information.

  • Assists customers daily with the full order cycle, from quote and order entry into the ERP system to fulfillment, including cash (check and wire transfer) batches as needed.

  • Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.

  • Responsible for the volume of orders and quotes with the other shifts in the Customer Service Department.

  • Coordinates missing paperwork or outstanding requirements to make sure shipments can be passed onto USP couriers with the proper paperwork.

  • Works with freight forwarders and couriers to coordinate the movement of product and shipments.

  • Learns and complies with complex requirements for permits, shipments, and DEA regulations for domestic or international controlled substance / list chemical orders, as applicable.

  • Verifies compliance with US Export regulations for EAR/ITAR/IRS items, and ensures compliance with established Economic Sanctions regulations.

  • Responds to export inquiries, processing and completing international shipping papers, advising status of orders, shipping advice, etc. for international Air Freight shipments, as applicable.

  • Responsible for all aspects of export order management, as applicable.

  • Verifies conformity to the terms of foreign and domestic export licensing while adhering to company export standards and procedures, as applicable.

  • Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).

  • Documents customer feedback and complaints regularly as Service Requests in Oracle ERP system so that issues can be analyzed and resolved.

  • Assists customers with USP Webstore registration and order issues/questions.

  • Helps with cross functional training of Customer Service Representatives, as applicable.

  • Helps translate and/or review translated documents.

  • Performs other related duties as assigned.

Basic Qualifications

Education and Experience:

Education:

  • High school diploma.

Experience:

  • Fluency in English required.

  • Fluency in Spanish required.

CSR:

  • Minimum of three (3) years customer service, order processing or related experience.

  • An equivalent combination of experience and education may substitute. Bachelor’s degree is a plus.

Senior CSR:

  • Minimum of five (5) years customer service, order processing or related experience.

  • An equivalent combination of experience and education may substitute. Bachelor’s degree is a plus.

Preferred Qualifications

  • Strong focus and proven ability to foster a great customer experience.

  • Exceptional Customer Service skills.

  • Exceptional multi-tasking ability while handling large volume of work with firm deadlines.

  • Excellent organization skills, problem solving skills, and attention to detail required.

  • Excellent time management and effective decision making skills.

  • Excellent communication skills (written and oral) are a must.

  • Previous experience and proven track record for managing a high volume of email and phone calls.

  • Proficient use of Microsoft products (Excel, Word, Outlook).

  • Oracle knowledge desirable but not required.

  • Familiarity with Ariba or other EDI processes a plus.

  • Strong telephone skills, typing ability, accurate data entry skills.

  • Ability to work in a fast paced environment.

  • Able to establish and nurture relationships with individuals of varying backgrounds.

  • Maintains composure and enthusiasm in stressful situations.

  • Exceptional team skills.

  • Must be able to work independently and in a team environment and to escalate issues as appropriate.

  • Familiarity with import, export, customs, and business with other countries strongly preferred.

  • Able to work flexible hours when needed. Required to work a scheduled shift beginning at 8:30 AM.

Supervisory Responsibilities

None

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.

Job Location

Frederick, United States

Position Type

Full-Time/Regular

Job Category Customer Service