The U.S. Pharmacopeial Convention (USP) Customer Service Representative in Hyderabad, India
Customer Service Representative
The U.S. Pharmacopeial Convention (USP) is a scientific non-profit 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.
USP promotes Diversity & Inclusion at Workplace and encourages Equal Employment Opportunity and Affirmative Action
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 3800+ 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 order and fulfillment processes. Ensures maximum goodwill with all customers, and processes orders and responds to inquiries within 48 business hours by following USP’s Customer Experience Goal Standards.
Roles and Responsibilities:
Answers daily customer correspondence via telephone, Email cases, and efax 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 and captures pertinent information within the case in Salesforce.
Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.
Meet daily targets of cases in Salesforce for Quotes and Queries, as assigned by CS Leadership.
Works with Distribution to coordinate the movement of products and shipments.
Verifies compliance with US Export regulations for EAR/ITAR/IRS items, and ensures compliance with established Economic Sanctions regulations.
Verifies compliance with Environmental Protection Agency such as EPA (Ozone Depleting items).
Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).
Build sustainable relationship of trust through open and interactive communications.
Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with them.
Maintaining a positive, empathetic and professional attitude toward customers at all times.
Documents customer feedback and complaints regularly in Salesforce so that issues can be analyzed and resolved.
Identify and communicate trends that impact the customer experience in their day to day operations with CS Management.
Maintain updated knowledge of all company products and services to provide adequate education to customers.
Assist Team Management with initiatives and projects as required.
Assists customers with USP Webstore registration and order issues/questions.
Performs other related duties as assigned.
Graduate from any stream (preferably Science degree)
Fluency in English required.
Minimum of three (3) years customer service, order processing or related experience.
Proficient use of Microsoft products (Excel, Word, Outlook).
Call center experience consumer or B2B customers.
Typing speed should be minimum 70 words per minute.
Able to work flexible hours when needed. Required to work a scheduled shift beginning at 06:00 AM.
Oracle ERP and Salesforce knowledge is desirable but not required
Familiarity with Ariba or other EDI processes is desirable but not required
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)
Previous experience and proven track record for managing a high volume of cases and phone calls.
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 with 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.
Prior experience in Pharma/Life Sciences/Chemicals/ Analytical Instrumentation would be preferable.
Job Category Customer Experience/Service