Customer Service Representative

About the Organization

The U.S. Pharmacopeial Convention (USP) is an autonomous scientific body collaborating with leading global health authorities to develop standards for medicines, dietary supplements, and food ingredients. Rooted in the principle that equity drives excellence, USP operates with over 1,300 professionals in 20 locations worldwide, dedicated to advancing safe, quality health products.

USP fosters an inclusive culture prioritizing mentorship and professional growth, emphasizing diversity, equity, inclusion, and belonging. The organization is an equal opportunity employer committed to accommodating individuals with disabilities and ensuring all employees feel valued regardless of their diverse attributes.

Job Summary

The Customer Service Representative is tasked with managing USP’s global customer quotes and orders daily, covering more than 4,800 Reference Standards and publication products. Duties include responding to customer inquiries across email, phone, and fax; resolving complex order issues; supporting both domestic and international customers; and ensuring timely processing within 24-48 business hours in alignment with USP's customer service standards.

Key Responsibilities

• Respond to customer queries through multiple channels providing assistance with orders and product details.
• Manage the end-to-end order process, including quote generation, order entry into ERP, and order fulfillment coordination.
• Create and dispatch Pro-Forma Invoices, price quotes, and advise on product availability.
• Achieve daily targets for order, query, and quote processing.
• Collaborate with distribution to facilitate product shipment.
• Ensure compliance with US Export regulations (EAR/ITAR/IRS), economic sanctions, and EPA standards.
• Investigate and resolve order fulfillment problems including claims, lost or damaged shipments, and back-orders.
• Handle orders with special import requirements and maintain professional, empathetic interactions to build customer trust.
• Document customer feedback and complaints in the Oracle ERP system for analysis and resolution.
• Identify trends affecting customer experience and communicate them to management.
• Maintain updated product knowledge and contribute to developing customer service training materials.
• Assist with USP webstore registration and order-related inquiries, including document translation support as needed.

Candidate Profile

• Bachelor’s degree in any discipline.
• At least two years of experience in customer service, order-to-cash processes, or related areas.
• Fluency in English is mandatory; proficiency in additional languages like French, Japanese, Spanish, Korean, German, Italian, Chinese, or Arabic is highly valued.
• Typing speed of minimum 40 words per minute.
• Experience in contact centers (B2B or B2C) is required.
• Proficient with Microsoft Office suite (Excel, Word, Outlook).
• Willingness to work flexible shifts, including night shifts starting at 10 PM.
• Knowledge of Oracle ERP is a plus; familiarity with Salesforce CRM and EDI systems such as Ariba is desirable.
• Excellent written and verbal communication alongside strong multitasking skills in high-volume environments.
• Ability to remain calm under pressure while maintaining enthusiasm and professionalism.
• Experience or understanding of import/export regulations and international business is preferred.
• Prior exposure to Pharma, Life Sciences, Chemicals, or Analytical Instrumentation sectors is advantageous.

Additional Information

This role does not include supervisory responsibilities. USP offers comprehensive benefits including company-paid time off, healthcare options, and retirement savings plans to support employee well-being. USP strictly does not accept unsolicited resumes from recruitment agencies unless under a formal agreement.