What are the responsibilities and job description for the Customer Service Supervisor, Global Controls position at US Pharmacopeia?
Description
Who is USP?
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 Supervisor, Customer Service – Global Controls is a key leadership position within the Customer Service Department, reporting to the Senior Manager of Customer Service. This role oversees global operations related to the processing and compliance of international orders for controlled substances and listed chemicals, ensuring adherence to DEA, Maryland, and international regulations. The Supervisor is responsible for implementing and maintaining robust operational controls across regions, driving compliance excellence and process standardization.
Core responsibilities include leading and mentoring a team to manage the complexities of global customer orders, supervising the DEA export application process, and ensuring documentation meets regulatory requirements. The Supervisor addresses escalated customer inquiries, resolves complex product-related concerns, and drives initiatives to enhance operational efficiency and compliance. They also investigate and oversee the resolution of customer complaints, providing insights to refine global controls and processes.
As a subject matter expert in international regulatory frameworks, the Supervisor serves as a strategic partner to global customers, educating and guiding them through compliance protocols while maintaining high levels of customer satisfaction. This role demands exceptional leadership, advanced regulatory knowledge, and the ability to navigate a fast-paced, dynamic environment. The Supervisor is instrumental in upholding operational integrity, fostering a collaborative team culture, and ensuring consistent service quality on a global scale.
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 Supervisor, Customer Service – Global Controls has the following responsibilities:
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
Yes, four direct reports:
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 Salary Range: USD $85,500.00 – $111,250.00 annually.
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.
Job Category Customer Service
Job Type Full-Time
Who is USP?
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 Supervisor, Customer Service – Global Controls is a key leadership position within the Customer Service Department, reporting to the Senior Manager of Customer Service. This role oversees global operations related to the processing and compliance of international orders for controlled substances and listed chemicals, ensuring adherence to DEA, Maryland, and international regulations. The Supervisor is responsible for implementing and maintaining robust operational controls across regions, driving compliance excellence and process standardization.
Core responsibilities include leading and mentoring a team to manage the complexities of global customer orders, supervising the DEA export application process, and ensuring documentation meets regulatory requirements. The Supervisor addresses escalated customer inquiries, resolves complex product-related concerns, and drives initiatives to enhance operational efficiency and compliance. They also investigate and oversee the resolution of customer complaints, providing insights to refine global controls and processes.
As a subject matter expert in international regulatory frameworks, the Supervisor serves as a strategic partner to global customers, educating and guiding them through compliance protocols while maintaining high levels of customer satisfaction. This role demands exceptional leadership, advanced regulatory knowledge, and the ability to navigate a fast-paced, dynamic environment. The Supervisor is instrumental in upholding operational integrity, fostering a collaborative team culture, and ensuring consistent service quality on a global scale.
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 Supervisor, Customer Service – Global Controls has the following responsibilities:
- [30 %] Perform Quality Review for the Teams.
- [30 %] Handle Escalations and based on escalation add materials to knowledge management.
- [20 %] Monitor Global Controls meet the operational targets.
- [10 %] Manage/Monitor Hold reports.
- [10 %] Assist as backup to the team when CSRs are out of the office.
- Oversees and manages the overall performance of the entire DEA Export Operations team, including Team Leads and their respective teams.
- Develops and implements strategies to ensure the department is meeting its goals and aligning with organizational objectives.
- Manages staffing, scheduling, and resource allocation for the team, ensuring the right people are in place to meet operational needs and compliance requirements.
- Reviews and approves performance management for team members, including conducting formal performance reviews and providing career development guidance.
- Ensures that the entire team is fully compliant with DEA, state, and international regulations and implements any necessary changes to meet regulatory updates.
- Partners with compliance and legal teams to ensure proper documentation, reporting, and regulatory adherence across the department.
- Works closely with other departments (e.g., Legal, Compliance, Sales, Operations) to resolve issues, streamline processes, and ensure regulatory compliance in all aspects of DEA export operations.
- Serves as the point of contact for cross-departmental initiatives or issues, ensuring the team’s efforts are aligned with broader company goals.
- Monitors team performance metrics (e.g., compliance rates, order accuracy, response time) and identifies areas for improvement.
- Implements continuous improvement initiatives within the department, helping to increase efficiency, reduce errors, and enhance service quality.
- Oversees the development of training programs and ensures all team members receive necessary training to stay compliant with regulations and improve operational performance.
- Ensures ongoing professional development and provides coaching to Team Leads to improve their leadership skills and knowledge.
- Handles escalations that go beyond the Team Lead’s scope, particularly those that involve high-level customer issues, regulatory compliance challenges, or significant operational disruptions.
- Oversees the resolution of complex issues that could affect the department's ability to meet goals or regulatory standards.
- Reports to senior management on team performance, departmental goals, and any issues that may impact service delivery, compliance, or operational efficiency.
- Ensures the team’s performance aligns with organizational objectives and compliance standards.
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
- Bachelor’s degree in a business, sales or related field .
- Five years of customer service, sales, or related experience.
- Education/experience combination equivalent will be considered.
- Familiarity with, and prior use of, CRM systems, Salesforce, GTM (Global Trade Management) and ERP systems.
- Must be proficient in Microsoft software (Word, Excel, PowerPoint).
- Fluency in English.
- Excellent communication skills (written and oral).
- Strong focus and proven ability to foster a great customer experience.
- Ability and desire to work well with diverse employees and customers in a co-operative and friendly manner.
- 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.
- Ability to work in a fast-paced environment.
- Maintaining composure and enthusiasm in stressful situations.
- Must be able to work independently and in a team environment and to escalate issues as appropriate.
- 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 oversee document filing.
- Demonstrated experience in managing all aspects of employee performance management, including communicating job expectations; counseling, coaching and mentoring and delivering performance evaluations.
- Demonstrated experience identifying and addressing staff training and development needs to improve performance and support staff growth.
- Experience using CX KPIs/metrics as well as other qualitative and quantitative data to analyze and drive customer-centric activities that improve the overall consumer experience.
- Preferred prior experience in life sciences industry (i.e. scientific, pharmaceutical, or healthcare based industry).
- Experience with change management and business process improvement initiatives.
- Familiarity with import, export, customs, and business with other countries strongly preferred.
- Knowledge and understanding of DEA Export application processes.
- Able to work flexible hours when needed.
- Maintains composure and enthusiasm in stressful situations.
- Preferred minimum of one (1) year of experience but not required for processing export permit applications (i.e., DEA Form 161, 236, and 486) in accordance with CFR Title 21 and the Controlled Substances Export Reform Act or any other related experience.
- Familiarity with imports, exports, customs, and business with other countries.
- Oracle, Salesforce and GTM (Global Trade Management) knowledge desirable but not required.
Yes, four direct reports:
- 2 – Senior DEA Export Specialist
- 2 – DEA Export Specialist
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 Salary Range: USD $85,500.00 – $111,250.00 annually.
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.
Job Category Customer Service
Job Type Full-Time
Salary : $85,500 - $111,250
