The U.S. Pharmacopeial Convention (USP) Senior Customer Service Associate (1st Shift 6:00 AM to 2:30 PM) in Hyderabad, India
Summary of the Position
The Senior Customer Service Associate performs administrative and office support activities for the Customer Service (CS) Department. Manages file cabinets of order and quote documents as applicable, creates shipping documents and prints commercial/billing invoices as required. The incumbent is also responsible for receiving and processing USP’s global customer quotes and queries on a daily basis for USP products which include 3800+ Reference Standards, and publication products. The Senior Customer Service associate responds to customer inquiries via case, phone, and efax, with specialization as assigned by Customer Service Management. Candidate performs all compliance related screening tasks and associated projects to prevent shipping items to denied parties and releases eligible orders. Candidate will be responsible for maintaining specific country/Distributor contracts required for Order processing.
Roles and Responsibilities
Provides administrative support (filing, photocopying, ordering office supplies, scanning, etc.) for all CS staff
Ensures copiers, fax machines, and printers are properly stocked with paper, and communicates any malfunctions of office equipment
Verifies compliance with established business rules
Responsible for all customers screening to ensure compliance with U.S. Economic Sanctions, Trade and Export regulations as defined by the U.S Department of State, the Bureau of Industry and Security, and the U.S. Commerce Department
Releases eligible orders from screening holds daily
Manages Sales contracts that are required from specific country that require contracts.
Transfers electronic Sales Order files onto secure drive on a bi-weekly basis
Maintains and files all authorized distributors contracts within Customer Service
Works with Distribution and freight forwarders to prepare necessary shipping papers and coordinates movement of products/shipments
Performs data entry tasks- Salesforce case classification on a daily-basis for the international Controlled team. Serves as a backup for the International and Domestic non-controlled team
Completes special projects and other related assignments as required
Is certified and participates in USP’s Certified Cargo Screening Facility (CCSF) program
Answers daily customer correspondence via telephone, cases, and efax from international and domestic customers. Provides order assistance and product information.
Assists customers daily with quote and query processing while capturing 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 Order and Quotes as assigned by CS Leadership.
Meet daily targets of cases in Salesforce Quotes and Queries, as assigned by CS Leadership.
- Able to work flexible hours when needed. Required to work scheduled shifts mostly 1 Shift 07:00 AM IST-03:30 PM IST and rarely 2nd Shift 01:30 PM IST-10:00 PM IST as decided by CS Management.
Education and Experience:
Graduation with a minimum of 3 years’ experience as an office or administrative assistant, or related Customer Service experience.
Fluency in English required.
Previous experience in a customer service environment preferred.
Excellent organizational, time management and problem solving skills, high attention to detail required.
Ability to multitask while handling a large volume of work with firm deadlines.
Strong computer skills and experience with Microsoft Office product suite required.
Exceptional team skills.
Previous experience and/or knowledge of Oracle preferred.
Previous experience and/or knowledge of Salesforce Service cloud preferred.
Must be able to work independently and in a team environment and to escalate issues as appropriate.
Fluency in second language (Spanish, French, German, etc.) would be a plus but is not required.
College coursework is a plus.
Job Category Customer Service
Job Type Full-Time