Customer Service Specialist DEA Export Operations

Description

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.

Brief Job Overview

The Customer Service Specialist, DEA Export Operations is a non-supervisory position within the Customer Service Department reporting to Supervisor, Global Controls. The incumbent is responsible for daily receiving and processing of international controlled substance and listed chemical orders in compliance with applicable DEA, State of Maryland, and international regulations. The Customer Service Specialist, DEA Export Operations is a highly specialized position requiring deep knowledge on applicable regulations for assisting global customers with complex order- and fulfillment processes in a fast-paced environment. The candidate is responsible for managing the DEA Export application process for submission, assists and educates customers on required documentation needed for successful completion of DEA Forms required to fulfill these orders. Responds to and assists customers with product related issues/questions and other inquiries via email/phone, investigates and documents complaints from customers. Ensures maximum goodwill with all customers and ensures a high level of quality combined with overall value to USP.

How will YOU create impact here at USP?

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 Specialist, DEA Export Operations has the following responsibilities:

• Learns and complies with complex requirements for permits, shipments, and DEA regulations related to international controlled substance/listed chemical orders.

• Monitors and stays informed on regulatory updates related to DEA, Maryland, and international laws, adjusting processes accordingly.

• Reviews, verifies, and follows up with customers to ensure order documentation received is in compliance with DEA, State of Maryland, and any other USP or international regulations.

• Assists and educates customers on required documentation needed for successful completion and submission of DEA Forms.

• Manages the DEA Export application process for submission to the DEA Compliance Team and the DEA in GTM.

• Works closely with the DEA Compliance Team on necessary amendments for resubmission to the DEA, as applicable.

• Reviews and provides needed input for completion of DEA Return information.

• Assists in preparing for DEA or internal audits and ensures all required documentation is complete and compliant with regulations.

• Maintains accurate records of DEA transactions for regulatory compliance.

• Handles complex customer escalations and works with cross-functional teams to resolve regulatory or fulfillment-related issues.

• Proactively educates customers on the documentation and processes necessary for DEA compliance.

• Assists customers with USP controlled substance and listed chemical order and product-related issues/questions via telephone, email, and fax.

• Responds to customer inquiries about processing and status of orders, missing documents, and shipping advice for international controlled substance and listed chemical orders.

• Proactively communicates with customers to ensure understanding of DEA requirements and to keep them informed about order status or delays.

• Assists customers on the full order cycle for orders/quotes placed in USP Store until fulfillment.

• Assists/guides customers to self-serve on the USP Store for quote creation/order submission and other account-related information.

• Investigates and engages with other departments to resolve complaints related to order fulfillment, claims, lost shipments, back-orders, or damaged/lost shipments.

• Documents customer feedback and complaints/voices regularly in Salesforce.

• Assists customers, Distribution, and DEA Compliance with resolving controlled substances and listed chemicals export-related issues.

• Develops strong relationships with global customers to ensure they understand the DEA requirements for international orders and how to maintain compliance in the future.

• Manages 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.

• Creates shipment paperwork to ensure shipments can be passed on to USP Distribution and couriers with the proper paperwork.

• Coordinates with Distribution and Logistics teams to ensure proper processing of controlled substance shipments.

• Works closely with the sales and marketing teams to provide accurate quotes and product availability for controlled substances.

• Helps to identify and implement areas of improvement within the team to improve service quality and efficiency.

• Recommends improvements to DEA export processes based on customer feedback, industry best practices, or regulatory changes.

• Assists and supports UAT-related activities for the global controls team.

• Participates in internal and external training programs to ensure knowledge is up-to-date with DEA regulations and evolving industry standards.

• Shares knowledge and lessons learned from customer interactions to improve the team's overall performance and compliance awareness.

• Ensures a high level of quality combined with overall value to USP.

• Assists in preparing for DEA or internal audits, ensuring all required documentation is complete and organized in accordance with regulatory standards.

• Verifies order documentation for compliance with DEA, state, and international regulations before processing orders, ensuring all required forms and permits are completed correctly.

• Performs other related duties as assigned.

Who is USP Looking For?

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 following competencies and experience:

• High School Diploma.

• An equivalent combination of experience and education may substitute.

• Minimum of six (6) years customer service and support or related experience.

• Fluency in English required.

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

• Able to work flexible hours when needed.

• Familiarity with, and prior use of, CRM systems, Salesforce, and ERP systems.

• The role requires the candidate to be onsite under a hybrid model, where they will interact with other representatives, collaborate with the distribution team, and handle document filing.

Additional Desired Preferences

• Bachelor’s degree in a relevant field.

• Ability and desire to work well with diverse employees and customers in a cooperative and friendly manner.

• Excellent written and verbal communications skills.

• Extremely detail oriented with time sensitive submissions and strict deadlines.

• Must be able to work independently with minimal supervision based on defined team and department guidelines and processes.

• Ability to engage with cross functional departments to achieve common goals.

• High ability to multi-task while handling a large volume of work with firm deadlines in a fast-paced environment.

• Strong typing ability, accurate data entry skills.

• Excellent organization skills and problem-solving skills.

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

• Maintains composure and enthusiasm in stressful situations.

• Minimum of one (1) year of experience processing export permit applications is preferred (i.e. DEA Form 161, 236, and 486) in accordance with CFR Title 21 and the Controlled Substances Export Reform Act.

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

• Oracle, Salesforce and GTM (Global Trade Management) knowledge desirable but not required.

Supervisory Responsibilities

None, this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Compensation

Base Hourly Range: USD $32.31 – $41.03 per hour.

Target Annual Bonus: % Varies based on level of role.

Individual compensation packages are based on various factors unique to each candidate’s skill set, experience, qualifications, equity, and other job-related reasons.

Note: 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.