Customer Service Representative

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world’s leading health and science experts to develop rigorous quality standards for medicines, dietary supplements, and food ingredients. At USP, we believe that scientific excellence is driven by a commitment to fairness, integrity, and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1,300 professionals across twenty global locations, working to strengthen the supply of safe, high-quality medicines worldwide.

At USP, we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship, professional development, and leadership opportunities. Our partnerships, standards, and research reflect our belief that ensuring broad participation in scientific leadership results in stronger, more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair, merit-based selection processes that enable the best scientific minds—regardless of background—to contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

The Customer Service Representative is responsible for receiving and processing USP’s global customer quotes and orders daily for USP products which include 4800+ Reference Standards, and publication products.  The Customer Service Representative responds to customer inquiries via email, phone, and fax, as assigned by Customer Service Management. Resolves problem orders, investigations and documents complaints from customers.  Responsible for assisting domestic and international customers with complex order and fulfillment processes. Responsible to manage Orders and other customer service responsibilities. Ensures maximum goodwill with all customers, and processes orders and responds to inquiries within 24-48 business hours by following USP’s Customer Experience Goal Standards.

As part of our mission to advance scientific rigor and public health standards, you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity, regulatory excellence, and evidence-based decision-making to ensure health systems worldwide can rely on strong, tested, and globally relevant quality standards.

Additionally, USP’s People and Culture division, in partnership with the Equity Office, invests in leadership and workforce development to equip all employees with the skills to create high-performing, inclusive teams. This includes training in equitable management practices and tools to promote engaged, collaborative, and results-driven work environments.

The Customer Service Representative has the following responsibilities:

• Answers daily customer correspondence via telephone, email, 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.
• Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.
• Meet daily targets of Order, Query and Quotes 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).
• Handle Quotes/Orders with Special Importing Requirements
• 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 as Service Requests in Oracle ERP system so that issues can be analyzed and resolved.
• Identify and communicate trends that impact the customer experience in their day to day operations with Customer Service Management.
• Maintain updated knowledge of all company products and services to provide adequate education to customers.
• Contribute towards creation of Customer Service Training Documents.
• Assist Team Management with initiatives and projects as required.
• Assists customers with USP Webstore registration and order issues/questions.
• Helps translate and/or review translated documents.
• Performs other related duties as assigned.

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 below competencies and experience 

As part of the recruitment process, USP's Global Talent Acquisition team may contact candidates through a variety of communication channels, including Microsoft Teams, telephone, email, and WhatsApp (voice calls and text messages). These communications may be used to schedule interviews, provide updates on application status, discuss career opportunities, and answer questions about employment with USP.

To help ensure timely communication, candidates are encouraged to keep their contact information current and to engage only with individuals who clearly identify themselves as authorized USP representatives. USP will never request payment, banking details, or other financial information as part of the hiring process.

USP is committed to protecting job seekers from recruitment fraud. Legitimate employment-related communications will come only from authorized USP representatives. If you are unsure whether a communication is authentic, please verify it through USP’s official careers website before sharing personal information.

• Bachelor's degree in any field.
• Minimum 2 year Customer service, Order to Cash or Related Experience.
• Fluency in English required.
• Proficient use of Microsoft products (Co-Pilot, Excel, Word and Outlook).
• Able to work flexible hours when needed, including night shift starting at 10PM IST.
• Require Contact Center Experience- B2B or B2C
• Typing speed should be minimum 40 words per minute.
• Willingness to work in rotational Shifts.

Desired preferences include highlighting any additional preferred levels of expertise for the role—reminder: items listed here are not requirements and do not disqualify a candidate from consideration.

• Proficiency in any foreign language such as French, Japanese, Spanish, Korean, German, Italian, Chinese, or Arabic, in addition to English, is a significant plus for this role.
• Oracle ERP knowledge is desirable but not required
• Salesforce (CRM) is preferred. Familiarity with Ariba or other EDI processes is desirable but not required
• Strong focus and proven ability to foster a great customer experience.
• Excellent communication skills (written and oral) and Customer Service skills.
• Exceptional multi-tasking ability while handling large volume of work with firm deadlines.
• Previous experience and proven track record for managing a high volume of email and phone calls.
• Ability to work in a fast-paced environment. Maintains composure and enthusiasm in stressful situations.
• Able to establish and nurture relationships with individuals of varying backgrounds.
• 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.

None, this is an individual contributor role. None

If yes, what is the number of direct reports and their titles?